Name: The ROI of Customer Experience with Bruce Temkin
Start: 2022-03-09T02:00:00Z
End: 2022-03-09T02:00:46.000Z
Location: BrightTALK
Rating: 5

At a time when customer and employee expectations and needs have never been higher, it is also easier than ever for people to change jobs, switch products, and choose new brands. It means the experiences delivered by every business and government have never been more critical to their success.

Discover how to unlock the value of great experiences with your organisation as leading brands - including Uber, Standard Chartered and Afterpay - join Qualtrics to discuss the steps they’ve taken to design world-class customer and employee experiences, and then continually improve them to set the industry standard. 

Through a collection of engaging, real-life examples, you’ll discover:

- Frameworks to quickly and effectively adjust traditional ways of working in response to changing demands
- Ways to unlock the actionable insights needed to move forward successfully
- How to effectively capture continuous insights from customers and employees to continually move forward

Succeeding in the age of experience transformation

In an age of significant change and technological transformation, government service-delivery must make significant strides to meet the evolving needs of employees, residents, communities, and businesses across the nation.

Qualtrics XM Live: The Future of Public Sector unites all levels of government, public sector agencies and government business enterprises to help build a better human experience across the entire industry.

Discover how to unlock the value of great experiences as Transport for NSW, EY and Integrated Health Information Systems (IHiS), join Qualtrics to discuss the steps they’ve taken to design world-class customer and employee experiences, and then continually improve them.

Through a collection of engaging, real-life examples, you’ll:

- Discover how to unlock the value of great experiences as Transport for NSW shares the steps they’ve taken to design and improve their employee experience.
- Deep dive into the latest research on how residents want to be engaged and how to maintain trust in the public sector.
- Hear from EY, on the Future of the workplace and what capabilities to improve.

Speakers include
- Kathy Baker, Executive Director, People Experience Transport for NSW
- Jia Yong Goh, Partner, People Advisory Services – Workforce Advisory, Ernst & Young Advisory Pte. Ltd.
- Michael Su, Marketing Lead, HealthHub SG, IHiS
- Phillip Bland, Principal Industry Advisor Public Sector Solution Strategy, Qualtrics

The Future of Public Sector

Net Promoter Score (NPS) is often viewed as the gold standard metric for customer experience (CX). While many organisations use NPS, it’s not a quick fix, nor is it the ultimate question. The success of any experience management (XM) metric is tied to the decisions that it enables and the interactions that it improves.

Tune into our live session with Bruce Temkin, Head of XM Institute, where he will break down the levels of NPS maturity and share how you can drive business impact by making your NPS program more actionable.

Join us live to learn about:

1. The limitations of NPS and common blind spots that can threaten business performance
2. Where your organisation is along the four typical stages of NPS programs
3. How to leverage the XM Operating Framework to deploy NPS alongside other metrics and drive more action
4. Recommendations for evolving your NPS program towards Modern Experience Management

How to drive business impact with an actionable NPS strategy

The experiences you create for customers has a direct impact on your business. Just as consistently good experiences will pay off, the price of one bad experience is enough to set you back. In partnership with the Qualtrics XM Institute, we spoke to nearly 18,000 consumers around the world to understand how their experiences impact 3 loyalty metrics – trust, advocacy and likelihood to purchase more.

Attend this session with Bruce Temkin to dive into these loyalty metrics, how they vary by 17 different industries, and how you can leverage great customer experiences to drive sales and growth.

What you will learn in this session:

- The impact of customer experience on loyalty and growth
- How you can expect a bad experience to impact sales in your industry
- Steps to take to improve the customer experience

The ROI of Customer Experience with Bruce Temkin

Growth Hacking

Customer Experience

Digital Experience

Digital Transformation

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

The ROI of Customer Experience with Bruce Temkin

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