Using insight to strengthen your Customer Experience Programme
It’s one thing to generate feedback from customers, employees and partners. Understanding it and using it to drive action at a cultural, strategic and tactical level is quite another. In this seminar we’ll look at the pillars of a sustainable customer experience programme and how insight is used to ensure we’re focusing finite resources on the things that will drive most value for our customers and our business.
3 key delegate takeaways from session:
- The six core competencies of an effective customer experience programme
- The questions we should ask ourselves, our employees and customers to understand how well we’re doing
- How insight can be used to guide our strategic direction and operation delivery