Boring is good: Using Big Data to Enhance the Customer Experience

Thanks to Altamont for the opportunity to speak in front of such an amazing group this afternoon! The theme of the talk was that current customer experience metrics aren’t necessarily accurately measuring what the customer wants, which is:

• Did you hear me?
• Did you solve my issue?
• Was it easy?

 

Boring is Good: Using Analytics to Enhance the Customer Experience
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