DATA-DRIVEN CUSTOMER EXPERIENCE

Customer experience happens in every offline interaction to online transaction. A good customer experience drives customer retention, brand loyalty and revenue growth. There are many routes to improve your customer experience management, such as doing better customer service based on experience, as well as evidence from data. The old management adage tells us “you cannot manage what you do not measure”. This 2-day course will enable you to take advantage of data analytics to understand what really matters to a customer. The tools metrics to assess customer touchpoints and data points against which you can track and analyse are included in the programme. This will demonstrate accountability and allow you to better understand, act on and align efforts in customer experience management.