CX Passport

What's on your mind? Let CX Passport know... Metrics are useful. Until they become the destination instead of the signal. In this episode, Frances Chapireau joins CX Passport to talk about what happens after measurement. The conversation focuses on turning market research into insight and insight into decisions that actually influence the business. This is a practical discussion about dashboards, interpretation, and the discipline required to move beyond reporting. It is about understanding customers well enough to act, not just measure. Key Insights Metrics describe outcomes, not underlying needMarket research only matters if it informs decisionsDashboards can distance teams from customer realityInsight comes from synthesis, not volumeCX maturity shows up in how organizations act on what they learnCHAPTERS 00:00 Welcome and episode framing 02:34 Frances’ background and path into CX 06:12 Market research versus performance metrics 11:05 Where dashboards help and where they fall short 17:48 Turning data into usable insight 19:33 First Class Lounge 24:30 What organizations miss when they chase numbers 31:10 Making insight relevant to decision makers 38:22 Practical advice for CX teams trying to go deeper 43:55 Closing thoughts Guest Links Frances Chapireau on LinkedIn  https://www.linkedin.com/in/frances-chapireau-62644b38/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).