How do you get stakeholders to act on customer insight? | Wordnerds × Grainger

Insight only changes behaviour when it lands in a framework stakeholders already trust. In this Wordnerds webinar, Grainger's Jenny and Wordnerds analyst Stella Dooris show how mapping customer verbatim onto a familiar customer journey — not isolated stats — gets leadership teams to act on what customers are actually saying. Watch the full transcript and supporting analysis at: https://wordnerds.ai/webinars/insight... Chapters: 00:00 Welcome and today's plan 05:23 Poll: what do stakeholders do with your insights? 08:20 Jenny's story: arriving new at Grainger 10:07 Why start with verbatim, not surveys 13:01 Remapping five touchpoints into nine journey stages 15:02 The instinct-to-insight prediction workshop 17:30 From insight to influence: driving action 20:07 Making the journey map live in Power BI 21:43 The result: from "I think" to "I know" 23:47 The psychology: why familiar frameworks make insight stick 27:13 It doesn't have to be the customer journey 28:49 Why the prediction method works 31:13 Framework examples across sectors 33:57 Live demo: mapping the customer journey 36:21 Training a theme on the platform 39:20 The Power BI customer journey visualisation 41:55 Q&A: building the view and pitching the workshop 49:13 Q&A: avoiding volume bias with sentiment 50:34 Q&A: motivating stakeholders to act 53:11 Wrap-up and toolkit Presenters: Zoe Wilson, Customer Success Manager, Wordnerds. Hosted the session and framed the psychology of why familiar frameworks make insight stick. Jenny Jeffcoat, Director of Customer Experience, Grainger plc. Shared the Grainger transformation story, moving leadership from instinct to insight to action. Stella Dooris, Insights Analyst, Wordnerds. Delivered the live platform demo and the Power BI customer journey visualisation. About Wordnerds Wordnerds makes customer feedback a strategic asset for the whole organisation, not just the insight team. We ingest feedback from surveys, complaints, reviews, calls and social; apply transparent, explainable AI to surface themes and drivers; and deliver the insight directly into Microsoft Power BI, where operational teams already work. We're built for UK housing associations, transport operators and regulated sectors that need auditable evidence, not a black box. About Grainger plc Grainger plc is a UK residential property business specialising in private rental homes, with a customer journey spanning booking, viewings, onboarding, day-to-day living, repairs, renewals and off-boarding. More webinars from Wordnerds: Full library: https://wordnerds.ai/webinars #Wordnerds #VoiceOfCustomer #CustomerJourney