Season 3 Episode 5 - Sarah Morris - CX Strategy & Business Value
Sarah is a leader in customer experience, consulting, strategy and operations. Identifying opportunities & driving value in large business transformation within operating models, processes, technologies, data, & insights.
She holds a consistent record for delivering results, driving operational excellence & delivering complex transformation programmes, and growing multi-million £ practices.
Her industry experience spans across a number of sectors, including: Energy, FS, Public Sector, Retail, Transport & Utilities. She has led multifunctional & diverse teams in UK, EMEA, North America & APAC.
In this episode Sarah shares a little about her journey and how she developed a passion for Customer Experience. We uncover what “great Customer Experience” really means in 2026 and how to assess an organisation’s maturity. We explore why CX should be considered a business-critical strategy rather than just a marketing or service function.
We discover what are the essential components to a successful CX strategy and where should businesses start and how important is cross-functional alignment (sales, ops, tech, finance) in delivering a successful CX strategy.
We also debunk the myth that CX is “intangible” and Sarah shares how you demonstrate its ROI in a way that resonates with executives and shareholders, including what financial metrics should businesses track when evaluating CX performance.
In addition, we discuss the importance of customer retention and how CX affects the P&L.