Speakers:
Neil Crane
Vice President of Product and Technology
Cicero Inc.

Don Peppers
Founder
CX Speakers LLC

Abstract:
How do you make good decisions when everything is changing? Whatever the product or brand promise, everyone has an expectation when it comes to consistency and effort. How do you measure them and deliver actionable information that drives a business case for change?

Come learn how forward-thinking practitioners are using advanced data, tools and techniques to cast new light on tried and true business principles.

Key Take-Aways:

• Insight on the metrics that matter – where are the gaps in traditional measures as they affect customer effort and experience.
• Guide to why all the data matters … use corroborating sources to guard against misinformed analysis; watch out for patterns that reveal lowest common denominator rather than best practice by majority of service professionals.
• Blueprint of how are the benefits realized by the business, IT and the customer – focus on application of the data; what are the planned outcomes for IT, business, employee & customer.

Reminder: The 30-minute presentation will be followed by a 30-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.