David Nottingham

Head of Customer Propositions
Wesleyan Assurance Society

2:20 PM Turning insight into action: Tracking and measuring your customer experience

  • Using customer journey mapping to capture an accurate Voice of the Customer
  • Demonstrating the business worth of customer experience projects
  • Utilising metrics to benchmark and improve your customer experience
  • Re-engineering processes with the voice of the customer in mind
  • Overcoming organisational silos when collecting customer insight