Dan Coomes

Lead Digital Product Manager
USAA

Dan Coomes is a Lead Product Manager for USAA, located in San

Antonio, TX overseeing USAA’s Phone Tool Applications that field 80M

calls a year across 30K+ employees and 3rd Party Contractors. He has

previously served in roles of Lead CX Experience Owner for Wealth

Management Members, Product Manager for many of USAA’s digital

financial tools that include Financial Quick Check & Financial

Readiness Score. Outside of USAA, Dan has held roles of VP of

Operations and CEO at smaller software companies, as well as, a Fund

Development Manager for a small Non-Profit organization in San

Antonio.

Check out the incredible speaker line-up to see who will be joining Dan.

Download The Latest Agenda

Day One: Using Customer Insights to Streamline Experiences

Tuesday, March 24th, 2020

11:55 AM Panel REMIX: Re-Evaluating Your Metrics? Is NPS Still an Effective Measurement for CX?

With tools available to measure customer satisfaction, effort, emotion and promoter score, it’s easy to become caught up and end up chasing the wrong metrics. From a KPI perspective, you might see that you are achieving high satisfaction scores based on your metric of choice, but the customer experience is not, in fact, improving

• What are you currently measuring?

• Do you find that these measurements are still as useful or does it just seem like looking at these numbers are going through the motions?

• Are you using these numbers to do anything or create new strategy?

• Have you heard of new measurements or are you creating any of your own?

• Have you tied any of these measurements to an ROI?

NGCX 2020

Dan Coomes

Day One: Using Customer Insights to Streamline Experiences

11:55 AM Panel REMIX: Re-Evaluating Your Metrics? Is NPS Still an Effective Measurement for CX?

3:30 PM Finance: Taking Risks in a Risk-Averse World: Balancing Innovation with Compliance