ON DEMAND WEBINAR
Meet the action-first approach to a profitable CX program
The world’s most successful companies achieve outsized ROI not just by measuring customer experience (CX), but by using it to drive action at every level of the organisation.
Join our session with Moira Dorsey, XM Catalyst at the Qualtrics XM Institute, to learn how to identify the moments that matter in the customer journey, measure them, and then take actions that deliver ROI.
She’ll explore how you can use traditional metrics like Net Promoter Score (NPS) as the foundation for a modern, ‘action-first’ approach that will transform your CX program from a management initiative to an employee-driven, cultural movement that drives customer loyalty.
In this session you’ll learn how to:
Measure your ROI more effectively
Evolve beyond NPS into a customer loyalty factory
Demonstrate the ROI of experience management and gain executive buy-in
XM Catalyst, Qualtrics XM Institute
Moira Dorsey is an XM Catalyst at the Qualtrics XM Institute. During her 20 years as an experience management researcher, advisor, and speaker, Moira has coached scores of leaders on how to find the sweet spot where customer needs, employee experience, business goals, and operations combine to produce great experiences that drive growth.