Agenda
•CustomerExperience is THE key initiative of the decade
–Toppriority for 86% of execs (Forrester)
–Serviceis only sustainable differentiator
•CEif best guided by an effective Voice of the Customer
•CEis in Quality’s sweet spot
–Createan alliance – use QA’s analytical expertise coupled with Service data
–Jointlytest solutions and implementation
•Understandcontext of Service, VOC and Quality within CE
•Estimatingthe economic impact of improvement
•Integratedapproach for enhancing the CE by gathering, analyzing and reporting feedbackfrom multiple customers
•Gradeyour approach to managing the customer experience
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发表于 2018-3-27 08:29:30
发表于 2018-3-27 08:44:15
发表于 2021-6-6 10:54:16