Virtual Event: Customer-Centric Performance Metrics, May 2021
Posted on Monday 17 May 2021.
Customer requirements are changing rapidly but, do our performance metrics tell the full story? Performance metrics can indicate ROI on services and new processes yet, they do not always reflect the customer’s experience.
At this event, our speakers explained why traditional metrics are not as useful as we may think- there is more to the customer experience than meeting targets.
Watch the live sessions here!
Proactive Problem Management and the impact on Customer Satisfaction
3 steps to delivering delightful employee experiences, that you can measure
Anirudh Garudangiri, IBM India
Nirmal Krishnamoorthy, Freshworks
An Outsider’s View of Performance
Dean Underwood, Sophos
Abol Froushan, The Camelot Network
Working Together to Support Excellence
Customer Experience Metrics: Industry Overview
James Moulding, Norfolk and Suffolk NHS Foundation Trust
Scarlett Bayes, Senior Industry Analyst, Service Desk Institute