Customer Experience Keynote Speaker

Meaningful Measurement of the Customer Experience:
How do you choose the measurements that matter to create a great, sustainable CX?

Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more difficult and less clear exactly how and what to do. There are several reasons for this, and these reasons form the foundation of Meaningful Measurement of the Customer Experience. The talk provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal. It also provides a framework to create a system of meaningful measurement that can not only improve the customer experience by holistically looking at the customer journey, but provide a sustainable method for analysis and optimization with a more agile approach to continuous improvement. This provides internal teams with the metrics and justification they need to continue improving the customer experience, creates a collaborative, customer-centric culture aligned around common goals, and ultimately benefits the customers, who buy, buy more, buy more often, and tell others about their experiences. 

what is discussed

• How to choose and prioritize the metrics that matter in your customer experience efforts

• The importance of a customer-centric culture where everyone in the organization has a line of sight to their relationship to the customer

• A new way of thinking about the types of measurements needed to get the most return on your customer experience initiatives.

• Operationalizing great experience in a way that is repeatable and adaptive to change.