Moderator:
Customer Engagement Leadership Council Member Joe Driscoll, Director, Enterprise Care Center, State Farm Insurance

Abstract:
Metrics are evolving beyond individual key performance indicators. Collaboration across functional areas can ensure the right level of focus is placed on the highest value activities to deliver business outcomes. Targets can evolve with changing technology and processes and leadership is critical through this evolution.

Key Take-Aways:

• Feedback on business partners to consider involving in the target setting process to drive connectivity in achieving goals
• Examples of setting targets in a dynamic environment
• Why leadership is critical to achieving results