Webinar - What are the X-Perience Metrics?
Three veterans of Experience Insights will weigh the opportunities and challenges in CX, UX, CSAT and EX in theory and practice to broadly offer a better understanding of how the experience metrics work together to promote a more wholistic and directional diagnostic of customers with insights for every type of research project.
Topics covered will include: comparability of metrics and equivalence (KPIs ; OKRs), building and improving customer experience, customer satisfaction, loyalty, NPS myths vs facts, the validity of rating scales, emotional measurement, usability and user experience, experiential design for a range of products and services, factors influencing the measurement of employee experience.
Date: 2nd March, Tuesday,
Time: 1 PM - 2 PM EST
Speakers: Sam Fiorino, Phase 5; Tara O' Doherty, Akendi; Kenneth Peterson, QuestionPro
Sponsors: Phase 5
About the speakers:
Sam Fiorino, VP, CX, Phase 5
Sam Fiorino has over fifteen years of experience in marketing research, with a wealth of experience conducting CX and branding research. Sam has extensive experience both managing and conducting qualitative and quantitative research. Sam is a senior member of Phase 5’s CX practice and leads many of the team’s advanced analytics, most notably key driver analysis.
Tara O'Doherty, Chief Experience Officer, Akendi
For over 17 years, Tara O' Doherty has been designing exceptional experiences, products, and digital businesses globally as a Founder and as a design/research leader for brands like - AT&T, CNN, Gap Inc., IDEO, Amazon, HydroOne, Google, General Mills, and SickKids. She has helped shape many complex product offerings with different form factors and business goals, including AT&T Digital Life, a leader in IoT, in which she worked tightly on the product design and roadmap with AT&T for over six years. Tara's most famous accomplishment, the SickKids VS digitization, resulted in numerous global awards from Clios to Cannes Lions. More importantly, the experience brought in over a 400% increase in just four months.
Ken Peterson, President, CX, QuestionPro
Ken Peterson has over two decades of experience in the marketing research, retail, technology, hospitality and transportation industries with a recent focus on Big Data Business Insights, SaaS deployments and Consultation leading a startup coming into the US. This ties in with my long history of P&L responsibility and detailed understanding of improving business operations.