Improving customer experience drives growth, which is why a lot of companies are investing heavily in it by installing platforms, defining metrics/targets, and implementing processes to better measure, manage and—hopefully—improve customer experience. The current approaches face a number of challenges.

In this webcast, guest speaker Koen de Staercke, Managing Director at Alvarez & Marsal, will discuss:

• How to choose and prioritize the right metrics to measure brand experience
• How to implement research based on voice-of-customer
• How to integrate all touchpoints, including the typical (nondigital) ones you don’t measure