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Measuring the Business Value of an Exceptional Customer experience

Harvard Business Review Analytic Services Webinar sponsored by Red Hat

Customer experience (CX) is critical to every organization’s success. It affects an organization’s ability to differentiate its brand, generate revenue, and foster customer loyalty.

But quantifying CX has been elusive. Various metrics, like Net Promoter Score, can assess whether a customer would recommend a brand, but can't assess the impact of the performance of different aspects of CX.

Alex Clemente shared the results of a Harvard Business Review - Analytic Services (HBR-AS) Pulse Survey about measuring the value of customer experience in a recent webinar. Marco Bill-Peter, senior vice president of CX and operations at Red Hat, and Shamim Mohammad, senior vice president and chief information and technology officer at CarMax joined Alex to discuss how their organizations are measuring the end-to-end CX and how they are using data and analytics to personalize the experience.

This session is presented by:
- Marco Bill-Peter, Senior Vice President of CX and Operations at Red Hat
- Shamim Mohammad, Senior Vice President and Chief Information and Technology Officer at CarMax
- Alex Clemente, Harvard Business Review Analytics Services
Recorded Jun 3 2021 30 mins
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Presented by
Marco Bill-Peter, Red Hat; Shamim Mohammad, CarMax & Alex Clemente, Harvard Business Review Analytics Services
Presentation preview: Measuring the Business Value of an Exceptional Customer experience

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    Customer experience (CX) is critical to every organization’s success. It affects an organization’s ability to differentiate its brand, generate revenue, and foster customer loyalty.

    But quantifying CX has been elusive. Various metrics, like Net Promoter Score, can assess whether a customer would recommend a brand, but can't assess the impact of the performance of different aspects of CX.

    Alex Clemente shared the results of a Harvard Business Review - Analytic Services (HBR-AS) Pulse Survey about measuring the value of customer experience in a recent webinar. Marco Bill-Peter, senior vice president of CX and operations at Red Hat, and Shamim Mohammad, senior vice president and chief information and technology officer at CarMax joined Alex to discuss how their organizations are measuring the end-to-end CX and how they are using data and analytics to personalize the experience.

    This session is presented by:
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  • Title: Measuring the Business Value of an Exceptional Customer experience
  • Live at: Jun 3 2021 2:00 pm
  • Presented by: Marco Bill-Peter, Red Hat; Shamim Mohammad, CarMax & Alex Clemente, Harvard Business Review Analytics Services
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