How does your organisation use metrics to track and improve customer experience? Do the varied strategic approaches using NPS, CSAT, CEffort or a combination provide an honest and unbiased representation of the overall experience and satisfaction of customers? Are you measuring what you do with those results and your performance against them? Whilst every business is different, sharing these challenges and insights equips you to better determine and refine the strategy for your organisation.
Moderator: Shelley McDowell, Director, Customer Experience Strategy, CBRE