Jo Boswell started a consulting practice in 2018, Sentio-B, after spending 27 years with British Airways where she grew up in the business before leading Customer Value Management. So she knows a thing or two about the importance of Return on Investment (ROI).

This is a show with a practitioner, who shares her views on:

• Why it's challenging to uncover ROI within the confines of Customer Experience
• The 5 steps to identifying ROI that she takes her clients through
• A few "trap doors" to look out for in this work
• Her perspective on who the primary partners are in identifying ROI and how to engage them

Great episode with someone who's been in the trenches, and has now taken that learning to help others companies via Sentio-B.

Jo also shares her inspiration for naming her business Sentio-B (I mean, how cool is that name!?!?) and where she gets inspiration from too (it's from a group, but you'll have to listen to hear more!).