july, 2021

13jul10:45 AMCase Histories Zone 3: Moments Matter! How to Prove Effort and Consistency Deliver Business Value10:45 AM Fab Facilitator: Neil Crane, Vice President of IT and Product, Cicero

Event Details

Whatever the product or brand promise, every customer has an expectation when it comes to consistency and effort. How do you measure them and deliver actionable information that drives a business case for change?

Come learn how forward-thinking practitioners are using advanced data, tools and techniques to cast new light on existing KPIs.

Key Take-Aways:

  • Insight on the metrics that matter – where are the gaps in traditional measures as they effect customer effort and experience
  • Guide to why all the data matters … use corroborating sources to guard against misinformed analysis; watch out for patterns that reveal lowest common denominator rather than best practice by majority of service professionals
  • A blueprint of how are the benefits realized by the business, IT and the customer – focus on application of the data; what are the planned outcomes for IT, business, employee & customer


(Tuesday) 10:45 AM

Fab Facilitator

Neil Crane, Vice President of IT and Product, Cicero

Speaker Link