No matter how long you've worked in customer experience, every once in a while, someone comes along with a simple and powerful view that can change your own thinking. Millie Gillon, a Senior MD and Head of CX, Innovation & Transformation at Standard Chartered Bank, is one of these people.
While we may have passed each other in the halls of JPMorgan or even American Express, I was grateful to have her on the show and cover some deep topics and learn from her in this episode. We cover:
How she leads her team toward bringing together customer experience metrics and business metrics
Her approach to metrics and her Five Voices of CX framework (you'll want steal this one for sure)
Tips on influencing the C-Suite and the firm more broadly
Advice for CX practitioners and peers to support each other to grow and learn
A fantastic show with an innovator and leader in financial services. I walked away from this episode not only with new learning, but feeling like I was speaking with someone who truly wanted to make a difference in the world (not just financial services).
A must listen-to show!
Transcripts
Millie Gillon
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So Millie, welcome to the show. It's so great to have you here.
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It puts you certainly in the upper echelons of teams in the type of work that you guys are doing. Thank you for sharing that. I'm sure our listeners are gonna love that framework. They heard it here first that's awesome to hear, one of, in thinking about.
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That may not necessarily be the case. So it's the patience of knowing that it takes time for people to evolve and to see and to perceive
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ife or my career without his [:
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nature journals and physics [:
the parallels that I'm able [:
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So really cool. I
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You have time to change. And [:
I'm so grateful that. I feel like for some reason I've known you for a really long time. I think it's all like the parallels of us working at some of the same institutions, but it has been a really fun conversation. Yeah. And it could be the physics too. Just the, I won't share what grade I got.
I just won't go that [:
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You too. All right, everybody. Another great episode. We're out.
