Data Listening is paradigm shift as we think about our data. Listening involves viewing our CX/EX (and member and patient) data in creative ways. It starts by looking beyond the big numbers, metrics, NPS, survey results, etc and looking at every piece of information coming in and actively listening to it. In effect, it’s like having a conversation with the data, listening for small nuances, missing pieces, as well as the rates and percentages. This approach unlocks meaning beyond the numbers that helps to answer the question “Why are the numbers the way they are?” “What am I not seeing?” Data listening, like active listening, is listening to understand what the data is saying. By the end of the talk, I hope not only to have colleagues embracing the phrase and concept of data listening, but looking at data in creative and ever-evolving ways.