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The 2018 APRA review into CBA and the Banking, Aged care and Disability Royal commissions exposed significant cultural, governance and capability gaps in some of Australia’s largest and most respected organisations. Specifically, significant gaps existed in organisations’ desire and ability to listen, analyse and respond to feedback from customers and employees. In addressing the absence of the “customer voice” in the board room, the simple response is using metrics like NPS. But at the risk of declaring the “emperor has no clothes”, is it actually working? Many of us have looked for stats to find a link between performance attributes and NPS, but when we ask the data to find the link, is it really there? In May when the Wall Street Journal asked businesses on the NASDAQ to “show me the data” they also came out nix. An alternate, and potentially more customer thoughtful proposal. Instead of asking yet more time from customers to fill out another mind-numbing survey, can we use first the data and feedback customers have already given? In large scale service businesses like health, financial, utility and telco’s there are literally millions of “agent to customer/client” interactions which contain most of the data needed to understand how effectively your organisation is satisfying its customers and importantly where it needs to focus to do better. In collaboration with front line organisational behavioural specialists, GRIST Consulting, it’s analysing these millions of ‘customer to agent’ interactions where White Rabbit is focused. Leveraging the significant progress in Machine Learning, White Rabbit is completing a proof of concept to test whether we can accurately codify, measure, analyse, predict and report on sentiment and behaviours between customers and agents. If creating sustainable change your Customer’s experiences which is truly data driven and front line led sounds like a nut you’re trying to or would like to crack, we’d love to hear from you!