The Power of Stories to Improve CX in a Metric-Centric World

World Class CX


Monday 09:50 AM - 10:20 AM

Language: English

Advanced analytics tools and metrics have elevated the CX discipline over the last decade. The customer experience can now be quantified in a myriad of ways which has greatly increased the relevance of CX departments in the metric-centric world we live in. However, CX metrics are a double- edged sword as an overfocus on trending metrics reduces customers to data points and can stifle true understanding of the customer experience.

Join this session to learn how to:

  • Recognize when an overfocus on metrics is driving unproductive activity that hurts the customer experience
  • Leverage a storytelling approach to bring the customer experience to life and create empathy in an organization
  • Balance customer stories with metrics to drive truly customer-centric changes

About Airbnb

Headquartered in San Francisco, Airbnb have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paulo, Sydney, and Singapore.


Raj Sivasubramanian

Customer Experience Insights Manager, Airbnb

Raj is a seasoned Customer Experience leader. At Airbnb, Raj is focused on developing new approaches to capture and socialize the voice of the customer and to build processes that enable teams to act on customer feedback.

Prior to Airbnb, Raj was at Verint where he drove go to market strategy for CX consulting offerings and helped Verint’s clients optimize the business impact of their Voice of Customer programs. Prior to Verint, Raj was at eBay leading efforts to shift the NPS program’s focus from simply trending metrics to delivering actionable insights.

Raj holds an MBA from the Haas School of Business at the University of California, Berkeley and a BS in Electrical Engineering from the Georgia Institute of Technology.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions.

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