9 - 11 November, 2020
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Timothy Naylor
Head of Customer Strategy & Insights, AGL EnergyAs Head of Customer Strategy & Insights at AGL,
Tim is responsible for translating insights and data into effective strategy
that delivers meaningful results for customers and the business. With a role
encompassing insights, data, strategy and customer experience in a large matrix
organization, Tim is acutely aware of the challenges facing insights
professionals in measuring and improving customer experience, and tying it to
tangible business outcomes.
Tim’s diverse experience covers a range of business
growth, marketing and strategy roles across a number of large corporate
environments, including Amplifon, Bupa, and ANZ.
Exchange Day Two: Friday, 22nd November 2019
12:50 PM MEASURING CUSTOMER EXPERIENCE BEYOND NPS
A disciplined and effective customer experience measurement program is essential to understand which parts of the customer experience are working and which parts need to be improved.
Understanding the key customer experience metrics and applying them at appropriate stages with customers is paramount.
In this session, Tim will outline what AGL is doing to measure what’s important, and to drive better customer outcom
- How to select the right business/CX metrics for analysis
- Choosing an end goal
- Establishing what metric to use to measure progress toward that goal and defining a target in quantifiable terms
- Keeping your business’s key performance indicators (KPI) in mind
- The importance of thinking like your customers
2:50 PM PANEL: THE STATE OF CUSTOMER EXPERIENCE(CX): WHERE TO NEXT?
The emergence of new channels, new customer behaviours, new design breakthroughs, new customer expectations and new sources of customer data offer new opportunities to improve the CX and create competitive advantage by putting customers first.
Companies that offer best-in-class customer experiences grow faster and more profitably. To reach this level, they must relentlessly improve customer journeys across channels and business functions.
In this closing panel session, we’ll take a look back at the evolution of CX over the last 5 years, and provide insights into where things are heading in the next 5 years.
Check out the incredible speaker line-up to see who will be joining Timothy.
Download The Latest Agenda
