NGCX 2022


Sean Albertson, Managing Director, Client Loyalty at Charles Schwab

Sean Albertson

Managing Director, Client Loyalty
Charles Schwab

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

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Day One: Using Customer Insights to Streamline Experiences

Monday, August 17th, 2020

9:30 AM Keynote: Deconstructing Client Loyalty to the Core Drivers

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.