The New Fundamentals of Measuring and Improving CX Beyond Surveys (US)

Presented by

Dr. Maxie Schmidt, Vice President and Principal Analyst, Forrester and Dr. Kjell Carlsson, EVP of Product Strategy, Stratifyd

About this talk

Customers who receive good customer service interactions are more loyal. That's why CX and contact center leaders must monitor and improve the quality of those interactions. Most rely on surveys but run into challenges with that approach: Surveys cover less than 10% of all interactions; surveys fatigue customers and exclude certain customer groups; surveys aren't effective for employee coaching; surveys don't provide "actionable" data in real time. Instead leaders must take advantage of the untapped gold mine of unstructured customer data - that today is going to waste - using the analytics, machine learning, and AI methods that are increasingly widespread and easy to use. In this webinar, guest speaker Dr. Maxie Schmidt, Vice President and Principal Analyst from Forrester and Dr. Kjell Carlsson, EVP of Product Strategy from Stratifyd will show how CX leaders and contact center leaders can use new tools, data and approaches to upgrade to a more scalable approach to measuring and improving CX.

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