Cassandra Nordlund

Cassandra Nordlund

Director, Advisory
Cassandra Long Nordlund supports Customer Experience leaders with Voice of Customer programs (VOC), personas, journey mapping, developing customer-centric culture, and building ROI business cases for CX initiatives.
Read More Read Less
Wednesday, September 01, 2021 / 01:15 PM - 01:45 PM EDT
Value Enhancement Score: Leverage the Metric of the Future to Drive Growth

The key to high-quality customer insights is asking the right questions. Gartner developed a two-question metric — the Value Enhancement Score (VES) — that enables organizations to predict future customer loyalty behaviors following customer interactions with significantly higher accuracy, compared to other common metrics. In this session you will learn:
● What is value enhancement
● How to implement VES in surveys
● How to improve customer interactions are more conducive for increasing customer loyalty

Hear it first at Gartner Marketing Symposium/Xpo™