27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW
David Jaffe, Consulting Director at Limebridge Australia

David Jaffe


Consulting Director
Limebridge Australia

Conference Day Two: Tuesday, 28 May 2019

Tuesday, May 28th, 2019


10:30 AM Cases In Delivering The Holy Grail Of Customer Effort Reduction Through Analytics

There has been a tradition for customer experience measurement programs to ask customers for feedback on processes they have just been through. However, some more progressive organisations are now able to gain insights into their contacts and how they are handled without having to go directly to the customer to request the necessary data. Many companies are now using data analytics to stay better informed and so reduce customer effort. Cross-industry case studies explore:

  • ‘Failure demand’ reduction
  • Digital channel integration
  • Contact resolution measurement
  • How to measure and manage interactions that span all channels
  • Interventions which drive out effort for the customer and cost for the business whilst enabling a rethink of the measurement of frontline staff.
  • Techniques to revolutionise how and when we obtain customer feedback and reduce the likelihood of survey fatigue

Chaired By:

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

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