Customer Experience - Leaders Practice Group 9.2.2021- Summary

CUSTOMER EXPERIENCE LEADERS PRACTICE GROUP 9 FEB 2021 11.30AM - 1.00PM KINDLY SPONSORED BY:

CUSTOMER EXPERIENCE LEADERS PRACTICE GROUP 9 FEB 2021 KINDLY SPONSORED BY:

OUR GUEST SPEACKERS PAUL WISHMAN RICHARD FARRELL VICE PRESIDENT, INSURANCE CGI CHIEF INNOVATION OFFICER NETCALL DAREN RUDD KINDLY SPONSORED BY: CTO INSURANCE CGI

BREAKOUT ROOMS CX/TX - AND MEASUREMENT How do you currently measure CX? Do you measure just CX or TX too – or both? Is the measurement of CX/TX becoming more important in your firm? Does your Board take an interest? Have measurements changed or become more important since the start of the pandemic? DATA & CX/TX When measuring CX, what are your principal data sources – internal systems, customer feedback, external data sources? Is the time expended on sourcing, pooling and interrogation of internal data a valuable use of time and resource or do you see more external data sourcing and use of third parties/specialists in the future? KINDLY SPONSORED BY:

ROUNDTABLE \"CX Challenges and opportunities 2021\" KINDLY SPONSORED BY:

POLLING Have you previously 41% heard of the term TX - Total Customer 32% Experience? 27% KINDLY SPONSORED BY: Do you think there is a wide acceptance 0 10 20 30 40 50 /agreement of the definition of 38% \"customer\" within 33% your organisation? 27% 0% 0 10 20 30 40

POLLING Within your organisation, 45% do you currently measure KINDLY SPONSORED BY: CX or TX or both? 23% 32% The role of technology is important both in terms 0 10 20 30 40 50 of delivering excellence or satisfaction at the 5% 40% point of customer 55% interface but also within 0 20 the business with 40 60 employees. Do you currently measure \"Technology Satisfaction\" amongst staff?

POLLING To what extent are you using external or third party data to drive your current CX journey? 5% KINDLY SPONSORED BY: 26% 53% 16% 60 0 20 40

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