Next Generation Customer Experience 2017 (past event)
March 27 - 29, 2017
Contact Us: 1.888.482.6012
Tony Drummond
Customer Experience Vice President
Manheim
Check out the incredible speaker line-up to see who will be joining Tony.
Download The Latest AgendaDay Two: Creating a Customer Centric Culture: Aligning Your Organization Around Your Most Valuable Asset
Monday, February 6th, 2017
09:35 Panel Revolution: Metrics Update: What’s Beyond CSAT, CES, and NPS?
With tools available to measure customer satisfaction, effort, emotion and promoter score, it’s easy to become caught up and end up chasing the wrong metrics. From a KPI perspective, you might see that you are achieving high satisfaction scores based on your metric of choice, but the customer experience is not, in fact, improving -
•What are you currently measuring?
•Do you find that these measurements are still as useful or does it just seem like looking at these numbers are going through the motions?
•Are you using these numbers to do anything or create new strategy?
•Have you heard of new measurements or are you creating any of your own?
•What are you currently measuring?
•Do you find that these measurements are still as useful or does it just seem like looking at these numbers are going through the motions?
•Are you using these numbers to do anything or create new strategy?
•Have you heard of new measurements or are you creating any of your own?