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2:00 pm


Linking Customer Experience to Operational and Business Performance

April 4, 2013 @ 2:00 pm - 3:00 pm

Sponsored by: iKnowtion
According to Forrester Research, 86% of leaders place Customer Experience (CE) as their top strategic priority. The measurement of customer experience has exploded, and numerous metrics abound, most of them focused on measuring subjective customer perceptions like customer satisfaction and net promoter score (NPS). Most of the work in CE today is limited to the collection and analysis of self-stated subjective data, which we believe is not sufficient for CE success. Find out more »

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