March 25 - 27, 2019
Hyatt Regency Indian Wells, CA
Global Customer Experience Leader
Wells Fargo Commercial Distribution Finance (CDF)
Some of us have an abundance of data, maybe you even feel overloaded by data and others feel we don't have enough. In a world focused on capturing every interaction and measuring everything, turning data to insights and insights to action is what differentiates a great CX program from a average one. Do you have a set of key performance metrics (KPMs) you measure your customer experience against? Are these metrics relatable to all functions and levels of the organization? Are they aligned to your vision and goals? Do they combine Voice of the Customer (VoC), Voice of the Employee (VoE) and operational metrics? Join this session to push beyond the data to deliver insights, drive accountability and measure real CX change.