Claire de Selve
VP, Customer Experience & Digital
Conference Day Three
Thursday, July 1st, 2021
The importance of having metrics which provide the most accurate representation of your CX progress cannot be overstated.
How to build intelligent metrics the soft way and drive your CX program smoothly? We need to be able to clearly operationalize CX ambitions, which will celebrate significant achievements.
· Looking at different metrics: do you need an aspirin ? NPS? CSAT? CES? Or is AI going to lead the way with new, more comprehensive intelligent metrics solutions?
· Metrics to drive accountability at all levels
· What about human?