CX Superheroes podcast - Series 15 Episode 4 - Meet the new role model for CX - Laura Fiacco

Episode notes

Ready to stop being the 'order-taker' and finally sit at the strategic table? In this episode, we journey deep into the data-driven heart of Kiwi, the online travel giant, with their CX Analytics Lead, Laura Fiacco. Forget drowning in daily survey responses - Laura’s team receives thousands and turns every single piece of feedback into cold, hard currency. We explore the tactical genius of their operation, revealing how they ditched the dusty report binder and forged a strategic partnership with their Product teams. In conversation with CX Superheroes podcast host, Christopher Brooks, MD of CX advisory and training consultancy Lexden CX, Laura breaks down the revolutionary process of aligning quarterly Voice of Customer reports directly with product roadmaps, translating sentiment into the very profitability metrics that product managers use for feature prioritization. You’ll learn how they mastered the art of letting AI handle the endless comment collation, freeing up human intelligence to focus on the high-value work: challenging assumptions, building cross-functional relationships, and dreaming up creative solutions.

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