Transformation Heroes #10 - What is Competitive Intelligence & How Can it Be Used by CX Teams 🇬🇧

Why Competitive Intelligence Belongs to the CX Team

Turn outside noise into inside advantage

Customer experience teams often focus inward — surveys, tickets, and internal KPIs. But what if the most strategic insights were sitting just outside your walls?

This episode explores how CX leaders can use competitive intelligence not to copy, but to orient their decisions toward what matters most: solving real customer pain better — and faster — than the competition.

The conversation walks through the risks of staying blind to market signals, the challenges of team silos, and the opportunity for CX to serve as a cross-functional bridge between product, marketing, and leadership. It's not about espionage or endless market research. It’s about turning public data — reviews, social posts, benchmarks — into weekly insights you can act on.

Expect practical discussions on:

• How to monitor your competitors’ e-reputation without lifting a finger.
• Why benchmarking is no longer a yearly project.
• What to report (and how to visualize it) so it actually drives action.
• Why even B2B teams can—and should—use this approach.

With AI making feedback analysis radically more accessible, the real challenge isn’t access. It’s knowing what to look for and how to use it.

Want your CX decisions to be smarter, faster, and more defensible?
Start by listening beyond your own customers. This episode shows you how.

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