Day One: Using Customer Insights to Streamline Experiences
Tuesday, March 24th, 2020
Enterprise metrics like Net Promotor Score (NPS) or Customer Effort Score (CES) are exceptional at showing progress over time and communicating across the organization, but how do you truly identify the actionable opportunities to impact those metrics. Charles Schwab has leveraged qualitative and quantitative analytics to break loyalty down to the business drivers that help them prioritize opportunities to continue to “win” on client experience. During this case study, the audience will learn how Schwab tackled the challenge to transform their analytics approach into business action.