Managing Customer Experience & CSAT:
Moving from reactive to proactive methods
Thursday, November 12, 2009
8.30 am PT / 11.30 am ET / 4.30 pm UK time
Speakers include:
Sharon Kelly, Director, Insights - Integrated Customer Experience, T-Mobile
Bruce Temkin, Vice President, Principal Analyst, Forrester Research – Featured Guest
The typical approach to managing customer experience and CSAT is a ‘reaction’ to an event – either a drop in the CSAT / NPS score or a drop in industry rankings. All too often, companies take the wrong actions at the wrong times in the wrong areas.
Proactive management of customer experience and CSAT requires highly accurate identification of not just the drivers of customer experience and CSAT, but more importantly, the specific action items required to improve and maintain customer experience levels.
- What’s broken with today’s customer satisfaction programs?
- How can customer experience executives, contact center managers, product and marketing heads accurately identify the real drivers of customer experience / CSAT?
- How can companies proactively identify and prioritize the right actions that will impact customer experience / CSAT and how much?
In this live webinar, Sharon Kelly, Director, Insights - Integrated Customer Experience, T-Mobile and Bruce Temkin, Vice President, Principal Analyst, Forrester Research will explore strategies and innovations in proactive customer experience management.
