Sami Nuwar on Using the Right Data to Improve Customer Experience

With all the talk about AI and machine learning, Sami Nuwar brings a refreshingly straightforward approach to using data.

Sami started as a researcher and became a CX leader at Verizon before moving to Medallia. It doesn't take long to recognize the depth of his wisdom.

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Originally aired March 23, 2023 as Episode 25 of The Trusted Guide Podcast (then The Delighted Customers Podcast).

What we cover

• The rational and emotional sides of data

• Why loyalty has dropped overall, and how data can help reverse the trend

• How AI can help scale customer data

• Why you should never rely on one metric

One number is never the whole story

Every organization wants a single score to rally around. Sami explains why relying on one metric can mislead you, and what a fuller picture looks like.

About the guest

At the time of this episode, Sami Nuwar was at Medallia. He previously led experience management programs in global B2B environments, including large telecom and consumer goods companies, with a background in insights, process improvement, and governance.

If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.