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.