Workshop: CX Insights and Metrics: Designing vs Monitoring Experiences

Before there is a customer experience to measure, it must be designed. Nothing is static in the world of customer experience. Once an experience is designed, key touch points and service performance must be continuously monitored. What are they key metrics and insights used by leading brands and CX practitioners in experience management? What kinds of research and insights are needed most to design and improve customer experiences? What is journey mapping and how does it help clients? Learn the answers to these questions and more during this interactive session on CX Metrics and Insights presented by CX Forums producer and principal of Threads Marketing Research, Mark Michelson. Mark is one of the world’s leading experts on research for customer experience design (journey mapping, product and facility development, service design) and performance measurement (NPS, CSAT, CES, Mystery Shopping). Since 1984, Mark has spent his career as a marketing researcher to help design customer experiences, facilities, products and communications for major brands around the world. Since starting CX Forums in 2017, Mark has created many meaningful and memorable in-person events across the USA where CX professionals can meet and learn from each other. Sponsored by Threads Marketing Research