Sara Pike: Customer Experience
We engage, we listen, we activate and we embed across all of our solutions and partner with our clients as CX advisors along our journeys together to deliver CX impact!
Operations focused and sales driven with customer service and centricity as the end goal. With more than 18 years experience, I have a deep understanding of strategic relationship, key account and team management. My research experience spans across CX, UX and all Quant and Qual methodologies across multiple industries, providing practical and relevant user and customer experience solutions to clients’ facing business challenges that engage various teams at all levels. Efficiency and effectiveness are my middle names and I am passionate about everything I do!
In CX we get to help organisations retain customers and recover those at risk, grow share of spend, increase advocacy and drive up operational efficiency; to ‘deliver a Return on Customer Experience Investment (ROCXI)’. We sit in a space that supports our clients to measure and manage their experiences as well as enabling advanced analytics and the 'fun stuff' by designing new experiences that are truly out of this world.
Customer experience is the journey that a consumer takes when engaging with a brand at a specific point in time, touchpoint and channel. The experience that the consumer takes along the journey needs to meet that brand promise while ensuring that it’s memorable, matters and brands need to want to push the boundaries to make it truly magical!
Sara answers questions...
What year did you join the research industry first?
2013
What was your first job?
Financial Advisor Assistant
What is your go-to productivity trick
A good gym workout to clear the mind before the day starts
What is the most exciting part of your job?
Getting the best of both worlds - leading future CX professionals and working with key brands across Africa to shift their experiences to next level.
What behaviour or personality trait do you most attribute to your success?
Discipline, if you procrastinate it will never be done - push yourself forward and stick to that goal!
What are some career highlights for you?
The moment I realised market research and specifically CX was my sweet spot, being promoted to lead the largest service line in South Africa and being appointed as an Exco member.
Beach or Bush?
Beach
What is the worst job you've ever had?
Waitressing
Early bird or night owl?
Early bird
What is something you've done, but you'll never do again?
Bungee jump
What’s one thing most people don’t know about you?
I was schooled by nuns for 2 years (Sub A and Sub B or Grade 1 & Grade 2)
What’s the worst/best fad you participated in?
Bomber jackets and buffalos
What’s your go-to karaoke song?
Have you ever met anyone famous?
Judy Dench (waitressing overseas)
Do you have any phobias?
Snakes
Are you able to keep a secret?
Yes
How do you like to start your day?
A run, a swim to clear the mind
When you were a kid, what did you want to be when you grew up?
Air hostess