Join the Transformation & Innovation Group 

Measuring Success: Connecting CX Transformation to Real Value

Monday, 27th January, 11:30 am - 1 pm [VIRTUAL]

You've probably heard the saying, “What gets measured gets done.” But what does this really mean for your CX transformation projects? In a world overflowing with metrics - such as Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), and Customer Effort Scores (CES) - how can you ensure that your initiatives are genuinely making a difference?

Many organisations invest heavily in complex measurement systems, yet often find these top-line metrics challenging to manage. This can distract from identifying the root causes of customer dissatisfaction. Consequently, insights may conflict, making it difficult to link initiatives to value creation and connect improvement strategies to meaningful metrics.

Join us for our upcoming T&I Group meeting, where you will:

• Identify Critical Metrics: Uncover the most impactful KPIs and qualitative measures for your CX transformation initiatives.
  
  
• Recognise the Value of Baseline Data: Understand how collecting baseline data helps track progress effectively.
  
  
• Explore Tools and Frameworks: Get introduced to various technologies and frameworks that facilitate data collection and analysis, including analytics platforms and customer feedback tools.
  
  
• Address Measurement Challenges: Discuss common obstacles in measurement and explore strategies for ongoing improvement.

About the Transformation and Innovation Group
Exploring the technological advances and digital approaches that are changing service models across all industries, Route 101 and the SWCCF and NCCF Transformation and Innovation Group will discuss the emerging strategic priorities and the tools and techniques leaders must adopt to secure an operational advantage.