EDT: 9:00 a.m. | PDT: 6:00 a.m. | GMT: 13:00 Almost every organization measures customer satisfaction, most measure retention and advocacy, some measure the quality of core products and services, and few measure employee satisfaction. We look at what gets measured, what gets reported to executives and how leading organizations are improving their approach to measurement of the customer experience.
An accurate and precise system of measurement is a major factor in an organization's success. Despite improvements in our ability to measure growth, cost, efficiency, quality, risk, and more; most companies tend to fall victim to the traditional performance measurement pitfalls that have plagued the business world and public sector for decades. Common pitfalls include measures that fail to yield actionable insight, produce a sense of apathy, and unintentionally encourage negative behavior. While the intended audience of this webinar is primarily for Data & Analytic leaders, it should be useful for anyone interested in how to improve their organization's ability to measure performance.
Analytics is undergoing a series of simultaneous, significant changes that are changing both who is doing and who (or what) is consuming this analysis. Understanding these changes, the impact they will have on your analytics team and the role they can play in your organization is essential to your migration to becoming a digital business.
Application leaders are challenged with building a digital business while prioritizing customers' needs just as much as they prioritize their own. Successful customer-centric organizations share 10 habits when it comes to meeting customer demands while continuing to grow their businesses. In this session, we explore the critical success factors in building a customer-centric organization in the age of digital business.
A superior customer experience is one of the few remaining means of sustainable competitive differentiation as the effects of globalization take their toll. Face-to-face and voice interactions with customers are being steadily replaced by digital channels, and so the role of IT is increasingly important. In this webinar, we lay out a roadmap based on best practices to help you face the challenge.
Business capability modeling is used to represent how enterprises deliver strategic value to customers. These models represent the future-state capabilities of the business and illustrate how current capabilities need to change to support strategic opportunities and threats. This webinar is for those seeking to learn how to develop their business capability models and engage business and IT leaders.