CCMA One Day CX Training Workshop - Satisfaction & Engagement Measurement

This one day workshop will provide a mix of topics and discussion around the key points in C/X measurement and the use of measures to deliver business improvement. Attendees will be provided with a workbook and will develop during the day a set of actions and a plan for producing some changes in their own organisation. Red Cow Moran Hotel, Naas Road, Dublin, 22YX80.
March 14th 2018


Red Cow Moran Hotel, Naas Road, Dublin, 22YX80.


There is a delegate fee for this workshop - for CCMA members fee is €175 per delegate and for non-members €250 per delegate this includes lunch and breaks.

The workshop will take place from 10 a.m till 4 p.m. A maximium of 15 participants per workshop. 

Topics to be addressed include:

  • The value of C/X measurement.
  • Understanding the 2018 customer environment.
  • Gamification of surveys in  the online C/X environment.
  • Considering metrics (NPS, CES, Top 2 box & emotional metrics).
  • Transactional Engagement.
  • Using your C/X data.
  • Your plan for using your C/X workbook to introduce change in your organisation.

The workshop will be delivered by Cormac Murphy, Managing Director,  Ennovate Consulting.  Cormac Murphy has been working in C/X and the design of measurement for the C/X environment for over 15 years. 

Cormac has led innovative changes in companies as various as Friends First, Bord Gáis Energy, Vodafone, SSE (UK) and others.  As customers increasingly move online, the traditional measures of NPS and CES are becoming more niche (though still vital) and a broader view is required. 

Cormac’s new interest is in the development of complimentary online metrics that can be used alongside these proven metrics.  We will also discuss how these new metrics can be gathered without disturbing the customers online experience.  


Reserve a Place at This Event

Unfortunately this event is now fully booked. Please contact Dorothy at 087-2256055 if you would like any further information.