Closed Loop Podcast: Ep. 01
Alicia Crowther: Small Changes, Big Impact

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In the first episode of the Closed Loop Podcast, Darren Wake, Head of Customer Success at CustomerSure, is joined by Alicia Crowther, founder of Three Digital Consulting, to explore what transformation really looks like when it’s led by customer insight.

With over 20 years of experience across sectors including government, financial services and healthcare, Alicia shares practical advice on how to turn insight into action, overcome resistance to change, and build VoC programmes that actually work.

Here’s what we cover:

• Why transformation doesn’t need to mean huge change
• How to make real progress with small, focused steps
• Shifting mindsets and bringing people on the journey
• Measuring what matters most, not just what’s easy to track
• Keeping momentum going after the initial push

If you work in customer experience, digital, operations or transformation and want to drive real change with customer insight, this episode is for you.