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Beyond Customer Experience: Connecting the Dots

JANUARY 15, 2020


Improving customer experience drives growth, which is why a lot of companies are investing heavily in it by installing platforms, defining metrics/targets, and implementing processes to better measure, manage and—hopefully—improve customer experience. The current approaches face a number of challenges.

In this webcast, guest speaker Koen de Staercke, Managing Director at Alvarez & Marsal, will discuss:

  • How to choose and prioritize the right metrics to measure brand experience
  • How to implement research based on voice-of-customer
  • How to integrate all touchpoints, including the typical (nondigital) ones you don’t measure
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