Friday 8th May, 2015
11:15am to 12:00pm
CX design in today’s organisation is a battleground for ownership – is customer owned by the Data Department or by marketing. Is NPS a marketing metric or a customer one? What if data is our language and NPS an experience design tool that assists marketing? There has been much talk about CX metrics in recent years. At Medibank we have been designing a new kind of score card, and a new approach to the relationship between experience design and metrics, redefining how we build algorithms and how we use NPS.
UX/CX, simplicity, design. Understanding behavior,making real, innovative experiences that make lives simpler, happier. Currently at #capco bio from Twitter
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