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15 January, 2020 | (01 hr)

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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

Speakers

Koen De Staercke

Koen De Staercke
Managing Director
Alvarez & Marsal

Koen De Staercke is a Managing Director at Alvarez & Marsal. He has over 30 years of experience in assisting businesses with driving growth and improving commercial performance (marketing and sales), both in Europa as globally. His current focus is on measuring and managing brand and customer...Full Bio

Demet Tunç

Demet Tunç (Moderator)
Council Director, Customer Experience Council
The Conference Board

Demet Tunç leads the Customer Experience Council at The Conference Board and consults for Eric Salmon & Partners to support the firm in leadership advisory, strategic consultancy, organizational design and executive search on a global level.

Starting out as a brand manager at C...Full Bio


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