Measuring and Improving the Customer Experience

Customer experience (CX) is quickly becoming a key competitive differentiator for brands, yet many marketers and CX practitioners do not have a clear understanding of how measurement (establishing the right KPIs, methods, and processes necessary to make meaningful improvements) can bridge the gap between ‘good’ CX and one that consistently drives sales, brand affinity, and lifetime value.

Enabling great experiences for customers supported by people, processes, and technology within an organization is a game-changer for those companies that succeed. The speed at which these practices are applied could mean the difference between steady growth and losing out to the competition. A critical step to success is the ability for an organization to understand what, where, when, and how to measure customer experience.

The framework outlined in this course was created to help marketers with the tools, methods, and processes needed to measure customer experience. Led by an industry expert, best-selling author, and keynote speaker with 20+ years in the marketing and customer experience profession for Fortune 1000 companies, this virtual workshop will walk you step-by-step through the processes and methods required to successfully measure and optimize customer experience efforts.

Who is this workshop for?
This workshop is for marketing executives and professionals that want to understand how to measure and analyze customer experience (CX) metrics and implement improvements in their CX programs, including:

• CXO and Customer Experience Team
• CMO and Marketing Team
• CSO/CRO and Sales Team
• Chief Product Officer and Product Team
• Customer Service