Track 2

Positive customer experience (CX) is crucial to the success of any organization. In this session, we will talk about the three most popular tools (CSAT, CES, NPS) that is used to measure the customer experience and how we use these measures to improve customer experience. We will also talk about how real time customer feedback helps create a customer-centric culture and continuous improvement system in the organization. We will demonstration how we use technology to collect customers feedback to provide management with real-time information and close the loop with all employees in the service chain inside the organization.

As you probably know, the economy has changed dramatically since Motorola launched Six Sigma over 30 years ago. The pace of change has also accelerated which means that quality improvement needs to accelerate to keep up. The Magnificent Seven Quality Tools will solve most problems in today’s workplace. Using software and tools, it’s possible to train people and get bottom-line results in a day or two.

• Most businesses see the world through their eyes not their customers eyes. This often leads to customers feeling like the business does not understand or "get them". As a result, businesses are missing an opportunity to emotionally connect and bond with their customers which is a key ingredient in building relationships. This talk will explore why this relationship is critical and how to build it.