Melanie Wright's Linkedin Analytics

In my experience, when CX leaders say “our NPS is a mess,” it’s often the start of something great. It signals a team ready to tackle the hard questions, dig into the why, and transform the experience. Kantar works with #CX teams to turn confusion into clarity — and set them up for long-term success. Think: ✅ improvements such as Double-digit growth in NPS, $500m in savings over 3 yrs, 1m less call outs trips for engineer’s, plane ✈️ cabin enhancement’s galore 🏆 Industry recognition for CX programme excellence, time and time again 📈 A clear roadmap to sustainable brand growth through meaningful differentiation Because when CX teams have the right insights and support, they don’t just fix problems — they become the engine of business impact. ✨📊💬

Most B2C CX/ VoC Programmes are based on samples not census (10% response rate anyone?!). At Kantar, we find that synthetic boosting has helped increase predictive capability and given clients increased confidence to make investment decisions without breaking the bank. However, its critical to have solid foundation of trustworthy first-party data before diving into synthetic data - as your own customers provide the most accurate picture of your market & your competitors. So, if you are beginning to explore synthetic - start with solid first-party data and let synthetic data help you refine it further! 🔍📊 #SyntheticData #FirstPartyData #DataDriven #TrustworthyInsights

🚀 In 2025, we’re seeing more brands come to Kantar CX looking to shift from scorekeeping to strategy — the early shoots of #CX transformation are on their way. What we see are #CX leaders are redesigning their programmes to deliver real business change — aligning insights with decisions, action, and outcomes. Hurrah! Here’s what that looks like in practice: 🚗 An auto manufacturer is doubling down on trust and frontline care — securing executive-level commitment to CX as a lever for business change. 🏦 A major retail bank has doubled its programme by linking insight directly to impact, and by upgrading its tooling to better support real-time decision-making. 🏬 A global retailer uncovered millions in potential savings by moving from costly traditional methods to digital and social feedback, harnessing the full ecosystem of signals. 🧾 A global insurer is building a connected insights ecosystem — embedding CX into strategy and breaking down internal silos. These aren’t isolated cases — they’re signs of a broader movement. CX teams are shifting from: 📊 Data → Decisions 🧠 Silos → Strategy 📈 Listening → Leading If your CX programme is ready to do more — let’s talk. #CustomerExperience #KantarCX #CXTransformation #VoC #ConnectedInsights #CustomerCentricity #DigitalCX #CXLeadership #ExperienceStrategy 📷 Image credit: Unsplash @Bernd Dittrich

🚀 Want to grow market share? Then make your customer experiences different and meaningful. ✅ Simple. #CustomerExperience #MarketGrowth #CXStrategy #Kantar

💥 CX leaders—you are NOT alone...everyone feels the heat right now. We see you! Between 🌍 economic pressure, 📈 rising customer expectations, and the need to prove ROI fast 💸, the challenge is real. So we've designed a bespoke, powerful session for CX leaders to provide the latest evidence on : - know which parts of the experience actually move the needle on company growth - how to connect your brand promise to what customers really feel, so you can have a bigger impact 💡Join me, and fellow CX and brand leaders from Kantar x Qualtrics in London on 30th April for breakfast ☕🥐 (yum!). We will explore Power of Brand & Experience—and how to unlock it with: ✅ Kantar Meaningfully Different Experiences framework ✅ Smarter measurement & action powered by Qualtrics ✅ Real examples of CX programmes delivering real results 🚀 Meet me in : 📍 London 📅 30th April at Kantar WW HQ near Waterloo 💥 Register here to secure your place: https://bit.ly/4liVZoa Peter Aitken Chloe Woolger Dario Nabavian Virginie Delage Rob Huijboom Carla Stocks Gareth Rees Martin Dewhurst Sophie Goodwin Amy McCoy Chris Robinson #Qualtrics #Kantar #CXtransformation #inthistogether

🛑 Too many CX tech implementations feel... well, transactional. Hundreds of hrs of Zoom calls, a handover, and then “good luck!" I believe in something different... For enterprise implementations, Kantar go on-site and in-person AND it turns out this delivers a radically better experience—for everyone involved! Its old skool, but it works. We get feedback like this as a result: 💬 “You and your team have been amazing. Positive, can-do, and always great to work with.” — CX Stakeholder 💬 “I’ve felt extremely confident with your work—accurate, communicative, and fast to onboard. A trusted partner from day one.” — Client Lead 💬 "Your responsiveness and empathy made my work not only easier—but more enjoyable.” - Project Manager ✨ We’re in the business of experience—so we lead with one. Rob Huijboom Carla Stocks Nithi Kumar Banita S. MANISH KUMAR Akash B A Sowmya Biradar Mathin pasha Shek Eva Maureen Claravall Maslina M. Mokhtar Vardhan Reddy GV Manish Taleja VenkataTeja Thatithoti #CustomerExperience #KantarDifference #ClientFirst #ImplementationExcellence #Teamwork

Shout out to my energetic sales twin Chloe Woolger, who starts a new EMEA wide role today at Kantar. Here she is, knocking it outta the park last night with Rob Huijboom in celebration! Chloe has been building the platform and services business at Kantar UK for 5 years, and now she is applying her talents across EMEA, to deliver crazy value for clients at scale. Chloe now sits on the global CX LT at Kantar, working alongside me, to grow our business. My focus remains on our wonderful tech partners. #winningtogether #kantar #whatafighter

🎉 Our Kantar x Qualtrics teams in London & Stockholm have found CX Masterclasses are really powerful way to connect with the #CX community. 👇 We consistently see: 📣 High engagement during the event (tons of great questions) 🎯 Plenty of interest in our innovative CX solutions 🌟 Incredible customer feedback after every session 📱 Attendees posting summaries and selfies after the events - cute! It’s a reminder that when you create real value and experiences, the impact goes far beyond the room. Next stop: Frankfurt 6th May 2025 🇩🇪 https://lnkd.in/eATJrM4Q Thanks to Nan Russell, Matt Trickett, Peter Aitken, Joakim Norin from Qualtrics and Kantar for your incredibly valuable contributions & energy around these! Petra Dittrich Rob Huijboom Dario Nabavian Nicolas Riedle Dirk Sperrfechter Virginie Delage

Closing out a super productive week, with a new “awesome human connection” made. - Check out these two : each dedicated to being each others cheerleaders internally. Dario Nabavian and I! Thanks Bliss (Cook) Diamond for the photo (taken at Kantar WW HQ in London)

🚀 Last week, Medallia and Kantar hosted a dynamic CX Innovation Day in the Czech Republic 🇨🇿—bringing together top #CX professionals for a day of bold ideas and real-world inspiration. 🎤 Jan Hudak ✓ and Mark Boniface shared future CX trends, AI-powered engagement, and powerful local case studies. We also heard from the wonderful Jakub Nožička from Generali! The message was loud and clear: 🔁 It’s time to move beyond surveys and start listening at scale—intelligently and proactively. 💡 #SANE, as Mr. Sid Banerjee would say! 🙏 Huge thanks to everyone who joined us, shared insights, and made it such a collaborative experience! #CustomerExperience #CXInnovation #Medallia #Kantar Phil Croxford Ben Morris Rob Huijboom Carla Stocks Lee Lee Paschal Bella Church

👋 Meet Jonas Schütz! With Qualtrics, Jonas runs some of our most significant joint CX programmes — spanning 50+ markets and covering both consumers and distributors. It’s complex, high-stakes, and requires serious expertise and coordination — something his clients deeply value. 🌍🎯 Having seen what works (and what doesn’t) in large-scale #CX programmes, 🎯 Jonas’s top 3 tips for success on Qualtrics: 1️⃣ Speed over perfection. Begin with a limited scope to demonstrate how easy and powerful it is to gather customer feedback and act on it. ⚡ Once people see the real thing, scaling up becomes much easier. 📈 2️⃣ Master your communication. Detailed specs, data flow diagrams, and roll-out plans are important, but CX programs are only truly successful if the people working with them get it, live it and love it. 💬💙 Focus on continuous and consistent communication from the very start. 📣🧠 3️⃣ Keep your customers in mind. Surveys and close-the-loop processes are touchpoints with your customers. 🤝💡 Design interactions that make a meaningful difference, not just new processes. ✨👥 👉 Want to learn how large-scale programmes stay focused and effective? Reach out to Jonas Schütz or drop a comment — he’s always happy to share what’s worked. #CustomerExperience #CXLeadership #Qualtrics #KantarCX #CXTips #VoC #InsightsThatDriveImpact

👋 Meet Anthony Meikle (AJ). With Medallia, AJ helps clients avoid what I call "programme bloat"... By bloat... think of eBay vs. Vinted: 📦 eBay is powerful, but over time it’s become bloated — too many categories, too many choices, too many steps. (No, I do not want the new T-shirt shipped from China) 🧥 Vinted keeps it simple. It focuses on one thing — secondhand fashion — and makes it fast, personal, and easy. (confession, I love secondhand stuff and buy my twins clothes on Vinted!) 🔍 At Kantar, we see this same challenge show up in #customerfeedback programmes too! 🎯 Here are AJ's top tips to avoid the same traps: 🔹 Keep it simple. When everyone wants to feed questions into a single survey, the signal gets lost in the noise. 🔇 Shorter, focused surveys coupled with the awesome Text Analytics 🧠 from Medallia and those verbatims can reveal more than any 40-question checklist ever could! 🔹 Be authentic. Surveys are brand touchpoints too. If your feedback request doesn’t sound like you, it won’t feel genuine. 🗣️ Make sure your survey voice matches your marketing voice — clear, consistent, and respectful. The look and feel on Medallia can be super customised so it's a beautiful customer experience 💛 🔹 Close the loop. Whether it’s following up with a detractor or running a “You Said, We Did” campaign, showing customers you’re listening builds trust. 🤝 The best CX programmes make this part of the culture, not just the process. 💡 Whether you're designing an app, a CX programme, or a feedback loop — the same rule applies: clarity wins. #CustomerExperience #Medallia #KantarCX #TextAnalytics #CXTips

👋 Meet Chris. With Qualtrics, Chris supports a range of clients running CX programmes with Kantar. Having led multiple client engagements on Qualtrics, he knows what makes the difference between a good programme—and a great one. 💡🚀 🎯 Chris’s top 3 tips for success on Qualtrics: 1️⃣ Keep it simple. Start small and do it well. Cut through the clutter—whether it’s keeping surveys short ✂️ or limiting dashboards to what truly matters. When insights are clear and accessible, stakeholders are more likely to engage—and that sets you up for success. ✅ 2️⃣ Drive action. Metrics are useful, but they’re not the destination. 🧭 Use verbatim feedback to uncover what’s really driving customer behaviour 💬—and take action that improves the experience where it counts. 💥 3️⃣ Learn, grow, and evolve. The best CX programmes stay agile. 🔄 Expectations shift, tech evolves, and what worked last year might not tomorrow. Be ready to adapt and grow. 🌱 🤝 Chris Robinson is based in our Kantar UK team, in London. 👉 Curious how these tips could apply to your own #CX programme? Send Chris Robinson a message or drop a comment below — he’s always happy to chat and share what’s worked for others. #CustomerExperience #CXLeadership #Qualtrics #KantarCX #CXTips #VoC #CXtransformation