In these dynamic times for customer engagement, we must ensure we leverage the customer metrics that matter most. Unfortunately, data alone won’t drive the transformation required to win and often
In these dynamic times for customer engagement, we must ensure we leverage the customer metrics that matter most. Unfortunately, data alone won’t drive the transformation required to win and often can generate an environment that supports conflicting priorities. Embracing a ‘client-first’ metrics-driven approach enabled HBC to dramatically improve quality and costs to expand a legacy of service, quality, and style in today’s retail environment.
Key Take Aways:
Best practices for identifying the priorities of your customers throughout their journey
Ways to generate insight from contact center metrics to grow customer preference and loyalty
Insight on translating metrics to create the stories that engage the organization to strategic action
(Tuesday) 9:30 AM
Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company
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