Developing, Incorporating and Evaluating the Effectiveness of CX Improvement Actions
- 12:00 PM
Event Assets
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Description
At this session, our Customer Experience measurement journey will culminate with a look back on our work to move forward with distinct actions for improvement. Come with your experiences and questions on these CX topics identified as being of high interest to participants in the group:
- Developing CX improvement action plans (at macro and micro levels) and acting on these plans
- Evaluating the effectiveness and impact of CX improvement actions
- Incorporating CX improvement strategies/practices into employee training and development
Scott Broetzmann of Customer Care Measurement and Consulting, will be in attendance sharing strategies and tools to implement and measure, actions for improving your Customer Experience.
Who Should Attend: Participation in this SIG is by invitation only and is limited to those with responsibility for, or direct involvement in collecting, analyzing Voice of Customer, behavioral and/or operational data for enabling their organizations to take action based on insights derived. All participants are required to register. To learn more about the Customer Experience Measurement and Action Planning SIG or to register, please contact Matthew Cone.
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Agenda Items
| 9:00 AM | Introduction |
| 9:15 AM | Scott Broetzmann of CCMC |
| 10:15 AM | Break |
| 10:25 AM | Incorporating CX Improvement into Employee Training and Development |
| Breakout Discussion | |
| 11:05 AM | Taking Action on CX Improvement |
| Breakout Discussion | |
| 11:45 AM | What's Next in the Customer Care Track |
| 11:55 AM | Wrap-up |
| 12:00 PM | Adjourn |