29 - 31 January, 2019
Novotel London West, London, United Kingdom

Claire De Selve


VP, Customer Experience & Digital
Orange


11:30 OPERATIONALISING CX FOR MEASURABLE SUCCESS

The importance of having metrics which provide the most accurate representation of your CX progress cannot be overstated.
 
How to build intelligent metrics the soft way and drive your CX program smoothly? We need to be able to clearly operationalize CX ambitions, which will celebrate significant achievements.
 
·         Looking at different metrics: do you need an aspirin ? NPS? CSAT? CES? Or is AI going to lead the way with new, more comprehensive intelligent metrics solutions?
·         Metrics to drive accountability at all levels
·         What about human?


Check out the incredible speaker line-up to see who will be joining Claire.

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