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Specialism
 
Experience Optimizer

Objectives     

Experience Optimizer is a new way to look at and measure customer reactions to events or “moments of truth”.

Does your client need to manage their customer experience better? Do they currently have long surveys with lots of scales that don’t always help them to make immediate improvements or help understand individual customers? 

This is not a technical guide to Experience Optimizer but rather a guide to the approach to Experience Optimizer from a client service point of view. 

You will learn
1. How do event-based surveys fit into our research programs?
2. What do we really need to know to improve the customer experience and predict customer outcomes?
3. What interventions would have most impact on customers and the bottom line?

Classes
 

Class 0: Introduction

Class 1: Why Do We Do Touchpoint Surveys?

Class 2: How Can We Do Better?

Class 3: What Do We Really Need To Know?

Class 4: What Have We Found Out?

Class 5: Pulling a Program Together

Director and professor: Gailynn Nicks - Managing Director Loyalty Product Centre - Ipsos Loyalty - Ipsos MORI - UK.
Professor: Tony Cosentino - Vice President � Ipsos Loyalty- USA Michael Griego - Project Manager � Ipsos Loyalty- USA