On-demand webinar

Understanding the Customer Experience: What to Measure and Why

What would your business be like if you saw things from your customers’ perspective? If you could trace your customers’ actions across all channels, across multiple sessions, and even across different life stages?

The webinar focuses on elevating performance measurement focus. It discusses how to stitch together our existing metrics such as system events, transactions and interactions, into the higher-level concepts of customer engagement, experience and journey. By seeing the number and type of steps the customers have to go through, you can begin to streamline the experience and make things easier. With these new insights you can:

Streamline your processes to better serve your customers.
Identify the customer behavior patterns that predict certain outcomes.
Identify the “right” resource to handle a particular type of customer or issue.
Estimate the lifetime value of a customer based on similar behavior of customers with similar profiles