The Impact Room Podcast with Emma Dark Customer Experience and Operations Director at Cuckoo, Estee

In our next edition of the Impact Room we are delighted to be joined by Emma Dark.
Emma is the Director of Customer Experience and Operations at Cuckoo, with a distinguished career at brands like Asos, The White Company and Estee Lauder. She’s also been a Chief Customer Experience Officer and was recognised in the CX Power 100 for 2022 and 2023. Emma is a key figure in the customer experience community, known for her involvement in various awards and leadership initiatives."
"Emma's journey from contact centers to leading customer experience transformation is a testament to the power of staying connected with your community and continuously learning. In her words, 'No matter how long you've been in the industry, it's crucial to remain humble and keep your pencil sharp.'"
In this episode, we delve into the evolving roles of Customer Service and Customer Experience leadership-what sets them apart, and how strategic insights and operational excellence are driving the future of CX. Emma shares her unique perspective on the crucial differences between reactive customer service and proactive customer experience, offering valuable insights for leaders looking to elevate their customer strategies."
"Emma's career journey from the ground up in contact centers to leading transformative CX initiatives shows that understanding the customer experience from every angle is key. As she says, 'The future of customer experience lies in continuously improving through empathy and data-driven insights.'"
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The Impact Room Podcast Where exceptional, diverse and impactful leadership and wisdom is shared...