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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