How do successful brands ensure that customer research, insight and data is integrated into operational decision-making? That's the question that Kira Newton from British Gas helps us to answer - as she explains the role of the CX Club, strong internal branding, always-on insight and developing tools that respond to the needs of each business unit.
Over the course of this 20 minute episode, we discuss how British Gas make use of a wide variety of methods, including regular meetings, guest speakers, and an engaged community of customers to bring data to life and ensure it forms the basis for robust decision making.
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Presented by: Mike Connor, SDR @ FlexMR
Featuring: Kira Newton, Head of Customer Experience Research and Insight @ British Gas
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