Closed Loop Podcast: Ep. 07
Katie Stabler: Rethinking CX Culture, Metrics and Momentum

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About this episode

Customer experience has grown into a huge discipline, but satisfaction scores aren’t moving the way leaders expect. Why?

In this episode of the Closed Loop Podcast, Darren Wake sits down with CX Consultant and author Katie Stabler to explore the state of customer experience today. Drawing on her book CXism and years of hands‑on consulting, Katie reveals why so many organisations are struggling to turn CX strategy into meaningful action.

What you’ll learn

• Why culture and resourcing are often the missing links in CX delivery
• How to break the over‑reliance on metrics and build genuine improvement
• Practical ways to re‑energise CX programmes and bring people with you
• Examples of organisations that are getting it right – and what to copy

Why watch

If you’re responsible for customer experience, operations or leadership and want to reconnect your CX vision with real‑world results, this episode is packed with insight you can use straight away.