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