Agenda - Customer-centric Performance Metrics
11:00-11:10 - Welcome
A welcome from our event host Scarlett Bayes, Senior Research Analyst at the Service Desk Institute.
11:10-11:30 - Presentation
Anirudh Garudangiri, Service Coordinator, IBM India Pvt Ltd
'Proactive Problem Management and the impact on Customer Satisfaction'
11:35-11:55 - Presentation
Dean Underwood, Global IT Services Director, Sophos
Dean will discuss how IT Service Desks need to change the way they think to deliver experience focused services.
Presentation - 12:00-12:20
Abol Froushan, Digital Transformation Guru, The Camelot Network
'An Outsider’s View of Performance'
Abol's session will start by taking an outside-in perspective on the firm and its products, to understand the customer view and what it means to measure performance from that vantage point.
We will show that a lot of what is called customer KPIs, such as Net Promoter Score or Customer Lifetime value, are actually what matters directly to the firm rather than to the customer.
We look at what it means to be customer centric, and shift perspective to that of the customer outcomes and their experience of the firm’s product or service. We will be linking customer performance indicators to the firm’s employee culture and its impact on performance of the firm and its competitiveness in the ecosystem.
12:25-12:45 - Break
Break before the programme resumes.
12:45-13:00 - Presentation
Nirmal Krishnamoorthy, Product Marketer, Freshworks UK
‘3 steps to delivering delightful employee experiences, that you can measure’
At many organizations, employees use a number of channels to interact with IT teams. Some employees use emails, phone calls, while some use collaboration tools such as Slack, Teams, while others use unofficial channels such as WhatsApp. Employees simply want their queries resolved anytime, anywhere, and in their channels of choice. While IT agents focus on meeting their Service Level Agreements, such metrics may not always meet employees' experiences.
Join our session as we outline how AI-enhanced self-service can not only meet such SLAs but also deliver delightful employee experiences.
We’ll talk through:
- Issues our employees face today
- How AI-enhanced self-service can drive employee engagement
- New performance metrics for IT teams
13:05-13:25 - Presentation
James Moulding, ICT Service Desk Manager, Norfolk and Suffolk NHS Foundation Trust
'Working Together to Support Excellence'
James will explore the journey NSFT's IT Department has gone through to understand their customer’s needs and their service expectations; and how they helped them to understand the importance of ICT as a stakeholder.
He’ll examine the issue of user engagement with the Service Level Agreement and how they’ve created a relationship with their users which results in continually high user satisfaction scores at NSFT.
13:30-13:50 - Presentation
Scarlett Bayes, Senior Industry Analyst, Service Desk Institute
SDI research shows that over half of service desk professionals find more value in Customer Experience measures than more traditional metrics. But what does this mean for the future?
Analysing the survey data gathered from service desk professionals, Scarlett will look at whether analysts’ and commentators’ focus on CX is reflected by the industry, how CX is influencing how the service desk monitors its performance, and how to embed customer centricity into your service using XLAs and Balanced Scorecards.
13:55-14:15 - Break
A break before the programme resumes.
14:15-14:35 - Presentation
Jeff Rumburg, CEO and Managing Partner of MetricNet, LLC.
'Measuring and Managing the Customer Experience'
To develop a valid methodology to measure CX, we must first understand what CX really is and why it’s important. Think of the customer experience as a marathon, not a sprint. Each touchpoint with your customer is a mile marker, and they all influence customer perception. Moreover, customer perception is everything! It’s also critical to understand that not every touchpoint involves live agent interaction. We must consider the end-to-end journey a customer takes when engaging IT support, including the level of effort expended and the time it takes to reach the desired outcome.
Much like MetricNet’s ROI methodology, we start by breaking customer experience into its respective parts to get a single overall measure of performance. There are three critical metrics that comprise the customer experience. In this presentation, you'll learn what these three metrics are, how we arrived at these three metrics, and why these three metrics are so critically important to the customer experience.
14:40-14:55 - Presentation
Sami Kallio, CEO, HappySignals
'Humans Are The Best Sensors'
In this presentation Sami will talk about why end-user experience should be the key performance indicator for IT quality and how to start using Experience Level Agreements (XLAs) in your organisation.
15:00-15:20 - Presentation
Mark Abbott and James Crotty, Wolseley
'XLAs - A Wolseley Journey'
Mark and James will explain how Wolseley embraced the concepts of XLAs to help improve team performance and deliver a better and more holistic customer experience.
15:25-15:45 - Presentation
Dana Alvarenga, Director, Customer Experience, SlapFive
'Capturing the Customer's Voice'
Celebrate all the major milestones in your customers journey, especially after their experience with the service desk.
Learn how capturing the voice of your customer can help you measure the impact of your team and help drive internal and external customer voice initiatives.