When it comes to customer complaints, are you treating the symptom or the cause?
Too often, a bad customer experience (the symptom) comes down to the root cause embedded in your processes and resourcing. Customers may say one thing but staff will tell it from a different angle. What is required is applying an interpretative lens and using in-depth employee engagement insights to effect positive change for customers.
To lead our webinar, we have invited guest speaker, Jon O'Loughlin from Kantar TNS. As a leading expert in partnering with companies to Review, Renew and Reinvent their customer and employee engagement strategies, Jon O’Loughlin will explain the art of asking the right questions, how to interpret symptoms and causes, and how the Qualtrics platform is the perfect vehicle to assist in this journey.
Viewers will gain comprehensive insights as to how to design a smart employee engagement program to support the customer experience and gain added value when using Qualtrics.
He will then be joined by a panel of Customer Experience and Employee Experience Subject Matter Experts for Q&A.