Most customer experience problems aren’t customer-facing—they’re systemic.

And the solutions? They’re already inside your organisation.

One of the fastest, most effective ways to improve CX is to ask the people who know your operations best—your employees. They see the roadblocks, the workarounds, the missed opportunities.

You’re already paying for that knowledge. The return on investment is instant—if you create the space for people to speak and act on what they know.

In our upcoming podcast episode (out 13 May), Alex Blondin and I talk about how organisations can unlock this internal intelligence and turn it into action.

We also explore:

• How aligning leadership around CX priorities prevents drift and drives results

• The danger of shelfware insights—and how to stop good research going to waste

• Why feedback from employees is the fastest route to uncovering solutions

• The shift from reporting CX to owning and embedding it across the business

• How a clear 30–60–90 day plan builds momentum that teams can feel

This conversation is for leaders who want to get serious about customer experience—and use it to drive real business outcomes.