The COVID-19 pandemic has focused new attention on customer experience.
How can companies wisely move forward into the new normal, while keeping customers at the centre of decision making?
Join the online CXforum as we discuss the evolution of customer experience with global CX thought-leader, Richard Owen - a co-founder of OCX Cognition and one of the leads in the team that invented NPS.
We’ll cover topics including:
- How visionary companies should think about their long-term response to a changing world
- What we know about how companies have already responded
- Principles for approaching the practical challenges posed by the rapid changes in the market
- The role of Net Promoter Score and when you should be asking the ‘ultimate question’
-Insights into how customer experience is evolving across the globe and across sectors
-Insights from companies that are putting customers first during this challenging period
-Key considerations when designing customer experience in response to the new normal
-How to adapt your strategy to create customer satisfaction and loyalty
-Best practice approaches to measuring and evaluating customer experience during COVID-19 and into the future