Roundtable discussion

Measuring and optimising the CX journey end-to-end

Today, companies are having millions of direct conversations with customers across a growing number of channels. Every channel is important and companies can’t afford to selectively listen – but measuring them and gleaning insights is much harder than it needs to be.

Positive and powerful customer experience creates customers for life and differentiates you from the competition as well as maximises your returns and value as a brand.

It starts with listening to your customers and understanding how to compile, measure, analyse, and optimise complex channels and touchpoints across the customer experience no matter what technology, tool or channel.

In this roundtable session, hosted by Khoros and moderated by Kiera Hazel, Customer Experience Manager at Streamotion, we’ll discuss how CX leaders can separate the signal from noise and what to do with it once you understand what’s going on. We’ll explore:

– Strategic digital touchpoints across your customer experience
– How to measure those channels in ways that allow you to understand and action them
– How to measure ROI across the digital customer experience and how much it’s costing your brand to get it wrong