#108 The 'Web of Data': Enhancing CX through Effective Data Integration

On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer. In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating diverse data sources to accelerate decision-making. She explains how CX leaders can leverage this approach to give executives real-time, actionable insights supporting strategic business goals. Roxie also examines the repercussions of limited data access, which often results in CX being seen as a cost center rather than a strategic partner. She offers practical strategies for CX professionals to foster collaboration with IT and data teams and overcome technical and regulatory barriers to streamline data integration. Finally, Roxie highlights the importance of aligning CX metrics with key operational and financial metrics. This alignment helps CX professionals communicate their value effectively to executives, fostering buy-in and elevating CX as a strategic asset. Listen in to discover actionable strategies to navigate data challenges and make a compelling case for CX at the executive level! Meet Roxie Roxie Strohmenger is an innovative, determined, and passionate award-winning CX Change Maker who believes great things don't happen in your comfort zone. With over 20+ years of experience, Roxie has a passion for designing and executing innovative CX transformation initiatives that are linked to operational metrics and financials to create differentiated, high-quality emotion-focused experiences that create, sustain, and expand customer loyalty. Roxie is currently a Principal Strategist at Heart of the Customer partnering with CX Leaders to deliver solid ROI and also serves as the Vice Chair on the board of directors for the Customer Experience Professionals Association (CXPA). Her expertise has also been featured in podcasts, webinars, and in the book, “Do B2B Better: Drive Growth through Game-Changing Customer Experience."