It is now generally understood that improving CX is important and companies with leading CX outstrip market share and profitability. Most companies tend to overrate their organisation’s delivery of CX. In fact, 80%* of companies believe they provide a ‘superior experience’, but only 8%* of their customers actually agree. A common mistake is basing your customer experience strategy on NPS scores from the 4%* of customers who actually complete a survey at the end of the call.
What about the 96%** who don’t voice their complaints?
How do you really know what experience your customers are having when 96%** don’t voice complaints? Do you complete customer satisfaction surveys at the end of a call or just hang up like most of us? Imagine if your organisation was going through a CX technology refresh and you were able to test all CX contact points before go-live, across all channels and with automation, and continue to monitor the performance in a predictive fashion.
Join us for this free educational seminar to find out where you really are on your CX journey, how to progress to the next level, and how to improve your customer experience in half the time and at half the cost with greater quality.
“Stop the bleeding” >> Basic CX >> Expanding Channels >> Optimising Channels >> Raising the Bar
Date and location:
Sydney: Wednesday, 24 August, 2016 at Four Points by Sheraton Sydney Darling Harbour
161 Sussex Street Sydney (Heritage Room 2)
3:15pm: Registration and welcome
Customer Experience Innovation Lifecycle (CXIL)
Customer Case Study
Q&A and conclude
5:00pm-6:00pm: Networking drinks
Cyara provides continuous insights into your customer experience from the customer’s perspective. Cyara is the solution that measures CX from the outside in.