Moderator:
Yuko Araki Prichard, Vice President, Customer Experience Change Capability and Metrics, AARP

Abstract:
Join us to watch a recording of a stand out video presentation on Balancing Efficiency with the Cost of Customer Experience by Yuko Araki Prichard of AARP. During this watch party we’ll dive into a deeper discussion with Yuko and one another as we pause at key points. Yuko, a top speaker at our recent Customer Contact VIRTUAL Executive MindXchange,will lead you in exploring how balanced scorecards using CX metrics can tell us what our customers are doing and feeling during their journey. This well-rounded story gives us powerful insights to optimize the balance between enhancing customer experiences and delivering business results. This watch party is a great opportunity to learn together even though we are physically apart.

Key Take-Aways:

• Use data to execute on your customer’s expectations
• Optimize the balance between experience improvements and business outcomes
• Use balanced scorecards to gain the full story from the customer view and business view