There have been break through technology solutions in customer experience which have really raised the standard. Behind them are pioneers looking to create more reliable outcomes for organisations. Richard Hammond of Uncrowd is one such CX Superhero. Podcast host, Lexden CX's Christopher Brooks caught up with Richard to discuss how their 'friction and rewards' model helps retailers understand the significance of the experiences they provide across various touch points. Using primary data gathered to inform both the effectiveness of what they are doing now, and its comparative strength versus the competition.Richard explains how conventional metrics in CX blindside companies to what really matters to their customers. Whilst these sentiment metrics move, colleagues in companies struggle to identify what they have changed, meaning it's less reliable. Richard unpacks the importance of diving into the detail for meaningful results. Listen to the very charismatic and hugely passionate Richard as he encourages us all to join the customer analytics revolution in this latest CX Superheroes podcast.