28 - 30 January, 2020
Novotel London West, London, United Kingdom
Claire de Selve, VP, Customer Experience & Digital at Orange
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Claire de Selve

VP, Customer Experience & Digital

Check out the incredible speaker line-up to see who will be joining Claire.

Download The Latest Agenda

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?