In this episode of Cards Against Complexity, Mathieu, Global CX Manager at Stepstone Group, discusses the challenges and opportunities of improving customer experience across a large-scale organization.
Episode Summary:
In this episode of Cards Against Complexity, Mathieu, Global CX Manager at Stepstone Group, discusses the challenges and opportunities of improving customer experience across a large-scale organization. With operations in 30 countries, Stepstone leverages data, technology, and collaboration to enhance CX for both job seekers and recruiters.
Key Highlights:
• Balancing Metrics and Actionability: Mathieu explains the tension between high-level metrics like NPS for strategic insights and the need for actionable feedback to guide product teams and frontline staff.
• Integrating Feedback with Automation: Discover how Stepstone combines CRM and survey tools to collect real-time feedback, automate follow-ups, and flag at-risk customers early in their journey.
• Collaboration Over Silos: Effective CX requires constant communication across departments. Mathieu shares strategies for aligning product, service, and tech teams to ensure feedback systems deliver value.
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