How do you know what your consumer feels about their experience with your brand digitally? What type of metrics should you be tracking to understand the customer experience? Babul Balakrishnan, AVP of Customer Experience Operations at Starhub and previously the Head of Customer Experience at DHL eCommerce, uses his extensive experience to show you how to do just that. He even highlights the metrics that are outdated, and how to avoid the common traps that many fall into.
Gain Actionable Insights Into:
- The different ways of measuring customer experience at different touchpoints
- Some outdated metrics that fail to reflect the true value of customer experience
- How much of the customer’s experience is actually in the hands of the customer experience team, and who else needs to play a part
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