Millie Gillon, Sr MD & Head of CX, Innovation & Transformation at Standard Chartered Bank talks about the Five Voices of CX framework

No matter how long you've worked in customer experience, every once in a while, someone comes along with a simple and powerful view that can change your own thinking. https://www.linkedin.com/in/milliegillon/ (Millie Gillon), a Senior MD and Head of CX, Innovation and Transformation at https://www.sc.com/en/ (Standard Chartered Bank), is one of these people. While we may have passed each other in the halls of JPMorgan or even American Express, I was grateful to have her on the show and cover some deep topics and learn from her in this episode. We cover: How she leads her team toward bringing together customer experience metrics and business metrics Her approach to metrics and her Five Voices of CX framework (you'll want steal this one for sure) Tips on influencing the C-Suite and the firm more broadly Advice for CX practitioners and peers to support each other to grow and learn A fantastic show with an innovator and leader in financial services. I walked away from this episode not only with new learning, but feeling like I was speaking with someone who truly wanted to make a difference in the world (not just financial services). A must listen-to show!