Workshop: Measuring the Customer Experience with Top Tasks (Sold Out)
Timing: Monday - 9:00 - 12:00
Location: Pacific 2
Learn about a management model that truly focuses on the experience your customers have when they are using your website or app, and why delivering the right content is essential to the online customer experience. Top Tasks Management helps you identify what matters most to your customers and tests those top tasks to measure and improve the success rates and time-on-task. Measure what your customers are doing (customer outcomes), instead of the old, traditional metrics that measure organizational inputs (websites, technologies, content, apps.) This workshop will show you how digital transformation is in essence about transforming organization-centric metrics into customer-centric metrics.
Speaker : Gerry McGovern