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Latest Webinar

Measuring and Improving the Customer Experience - 26th Sep 2018

11am GMT Wednesday 26th September 2018   In this webinar, we will explore two key themes for creating CEX success. How and when to measure the customer experience, and how to drive customer experience improvement using feedback.   In the first part of the webinar, we will cover all the basic requirements of an effective customer experience measurement programme. How and when to measure the customer experience? Understanding there are two types of feedback – Solicited / Unsolicited Linking feedback to the customer journey Using transactional and/or relationship surveys What do we need to measure? – CSAT, Customer...

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