Reinvigorate CX Measurement and Business Impact

Presented by

Phil Durand - Principal Consultant, Forsta; Darran Taylor - Group Customer Experience Senior Manager, The AA

About this talk

Join Darran Taylor from The Automobile Association, the UK's largest motoring organization serving over 14 million members as he shares his experiences of working alongside Forsta to rejuvenate their CX measurement program. Darran will explain how a renewed focus on the importance of measuring CX led to the adoption of fresh approaches, from survey redesign to communication of results to driving actions. Darran will illustrate through ‘real life’ examples including how the program enabled a better understanding the experiences of vulnerable customers. The AA is best known for its breakdown cover, but it also offers finance, insurance, leisure and lifestyle services.
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Forsta powers the HX (Human Experience) platform that breaks down the silos between customer experience (CX) employee experience (EX), and market research. Our technology helps you get closer to your people to fully understand their experiences, really see who they are, better respond to their needs, and build genuine lasting relationships with them. We’re here to help inform and inspire all that you do to understand your humans. With us, you can gather, analyze, visualize, and act on the data and insights your customers and employees generate. We promote best practices, examine industry trends, discuss industry controversies and challenges, and above all, help you get to know the humans in your business.