november, 2020

04nov4:00 PMAsk The Experts! Panel Discussion – CX: Measuring for Impact!4:00 PM Moderator: Rob Wilson, Director of Service Operations (UK & I), Marsh Panelists Include: Benedikt Dormann, Director, Global Customer Service, N26 Group
Philip Purdy, Head of Customer Care, Urban Sports Club
Branimir Spajić, Director, Customer Experience Management Department, Hrvatski Telekom

Event Details

Companies looking to improve their CX know that “what gets measured gets done!” But what are the right metrics and how do you ensure that the measures you’re tracking are the ones that really help you to learn & improve? This session will help you focus on measuring the right things and presenting the data in a way that will secure C-suite buy in.

Key Take-Aways:

  • Ways to discover your customers’ priorities and ensure your measures are aligned
  • Case studies on employing best practices for using the latest CX metrics to drive performance
  • Insight into leveraging metrics to uncover actionable insights for the organisation

Time

(Wednesday) 4:00 PM

Moderator

Rob Wilson, Director of Service Operations (UK & I), Marsh

Speaker Link

Panelist

Benedikt Dormann, Director, Global Customer Service, N26 Group

Speaker Link

Panelist

Philip Purdy, Head of Customer Care, Urban Sports Club

Speaker Link

Panelist

Branimir Spajić, Director, Customer Experience Management Department, Hrvatski Telekom

Speaker Link

X