March 25 - 27, 2019
Hyatt Regency Indian Wells, CA
Worldwide Business Research
Join program director Elizabeth Robillard as she kicks off day one of the conference.
2:00 PM Chairperson’s Opening Remarks
8:30 AM Welcome Remarks
Chair to be named, Voxpopme
Bring your business cards—you’ll need them! During this session, you’ll have two minutes to meet and exchange
business cards with almost everyone in the room. This is your chance to connect with the people that are operating at the same scale as you are!
This session is only for CX executives!
9:00 AM Welcome Remarks
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?
After twenty five minutes of hearing from our presenter, attendees will be asked to discuss a follow up question in small groups