Customer Experience (CX) Measurements - Net Promoter and Beyond | CXRt CIWG

A Common Interest Work Group presented by SIRF Roundtables SA.

Attendance is free for anyone as we launch the new CX Roundtable in SA.

A Customer Experience (CX) is a Customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization. This perception affects Customer behaviours and builds memories, which drive Customer Loyalty and affects the economic value an organization generates. So, how do you measure that!

Perhaps more importantly, how do you link all of that to the bottom line? For online marketers, “clicks” and “views” were always top metrics for advertising efforts, but those are being replaced by “Retention Rate Improvement” and “Acquisition-Rate Improvement” according to a recent survey from the CMO Council and Microsoft.

Here at SIRF, we look at “Net Promotor Score” for each event, but it’s a summary metric that doesn’t specifically measure how effective the changes we make in how we do things are to our members. Instead it measures the gap between what we do and our customer’s expectations.

Some of the most advanced CX companies create a CX Measurement Scorecard, with objectives, measures, targets, and business KPIs all linked back to the people, processes, and products related to the customer experience.

How do you measure CX in your organisation? Join your peers as we share best practices and discuss current and emerging metrics, like:

• Customer Satisfaction (CSAT)
• Customer Effort Score (CES)
• Customer Churn Rate
• First Response Time & Average Handling Time
• Value-creation Measurement
• Key Touchpoint Experiences

Agenda

8:40 am - Arrive and check in
9:00 am - Prompt start with safety information and introductions
9:30 am - Group defines expectations for the day
Followed by group discussion / presentations
12:00 - 12:30 pm - Lunch (provided)
Followed by a site tour and continued discussion
2:15 pm - Wrap up & event feedback
2:30 pm - Event ends

Who Should Attend?

SIRF Common Interest Work Groups are for anyone interested in the topic of the day, and have the broadest attendance range of any of our events. Chances are good that if you’ve read this far, this event is for you!

About SIRF Rt Common Interest Work Groups

All SIRF Rt events are designed to provide a safe environment for open discussion with peers on the topic of interest they are working on, in and around. SIRF Rt Common Interest Work Groups (CWIG’s) provide the best forum for peer-to-peer learning and best practice sharing. Participants are asked to bring something for ‘show and tell’ about the topic of the day as it applies at their organisation – it could be a full presentation, a few photos, a brief descriptions of their current efforts, a couple of charts or graphs – anything that will help improve the discussion or other participants’ understanding of your workplace. After each company shares the deeper discussion follows, guided by our practiced facilitators.

FAQs

When do I need to register by?

Registration typically closes three business days before the event for Common Interest Work Groups

Investment?

This event is included in SIRF Roundtable membership. It's also free to anyone else right now, as we launch the CX Roundtable in 2018.

Who can I contact for further information?

Sean Lewis 0466 256 736 sean.lewis@sirfrt.com.au