How do you make your customer Experience SING? We know that CSAT results are on the decline and in this session we explore some of the data that underpins this and how the Key CX roadblocks contribute to this decline as well as the impact this has on operational leaders’ ability to deliver great customer experiences. At FAB Solutions we believe the recipe for CX is : Operational Excellence + Great Employee Experience/Consistency = Great Customer outcomes. To do this we have to make our Customer Experience SING, and we share more about this and our maturity framework in this session as well as some predictions for the future of CX and EX!

Key Takeaways:
• The importance of the right measurement strategy
• Maturing CX with Continuous improvement agendas
• Where is CX going - what are the predictions impacting CX