Are you looking for ways to listen and measure how your journey is performing for customers and the business? Come learn about an approach and framework to identifying where to listen, where to ask and how to measure your journey's performance.
📄 Keith Kmett, Customer Experience Advisor for Medallia, will share his experience and show you:
🔹 How to choose metrics for the customer journey;
🔹 A way to segment the type of metrics based on Keith's experience and a framework;
🔹 A real-life example of a journey.
The session will be followed up with the Q&A, so make sure to join live 😉
🎤 About the speaker
Keith currently works as a Customer Experience Advisor for Medallia. Throughout his career, he has worked in a variety of industries, including financial services, automotive, healthcare, insurance, telecom, and manufacturing. His experience includes managing and building CX and VoC programs in the US and Latin America. Keith is passionate about customer insights, persona development, journey mapping, and CX measurement planning. His IDEO storytelling certification allows him to help clients and others visualize their customer insights to drive business transformation.
UXPressia is an all-in-one cloud solution for understanding customer, user, and buyer experience, engaging teams, and driving successful digital transformation. Visualize your customers' journeys, create personas and impact maps, analyze touchpoints in multi-channel interactions, and invite teammates to collaborate in real time. Export designer-quality maps and personas and present them right from your browser online.