A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Moderator:
James Pavlovich, Vice President Customer Experience and Operations at Straumann Group

Abstract:
Join your fellow members in a brainstorming session about how KPI’s are evolving from internal-facing to measuring the experience from the customer perspective.  Which metrics do we still use today that do not align with our customer expectations?  We will discuss the challenges faced in implementing new metrics, such as data availability, change management and stakeholder buy-in.

Key Brainstorm Challenges:

• How to define the right KPI’s for your business
• How to implement new KPI’s with minimal IT investment
• How to manage a significant change across a large department