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Measuring the Digital Customer Experience with Top Tasks - Ireland

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Measuring the Digital Customer Experience with Top Tasks - Ireland


Amárach Research has partnered with Gerry McGovern to bring a masterclass on his successful Top Tasks management model to Ireland.

Learn how the world's leading businesses research their digital interactions with customers and how to enhance your online customer experience.
 
A masterclass on measuring the customer experience.
The key to successful digital transformation is customer-centricity. As many companies have shown, the best way to put the customer first is to make sure the main tasks they want to perform are easy to complete.
This masterclass will give you the methods to focus on what your customers really want because giving people what they want—quickly and easily—is the foundation of a great customer experience.
You will learn how to build a solidly reliable management model around Top Tasks and the Task Performance Indicator, two essential metrics of the customer experience.
What attendees will learn:
1. Cutting edge techniques to clearly identify customers’ top tasks 2. How to measure the performance of your customers’ top tasks3. How to create task questions for observation and measurement4. How to select participants5. How to run a remote test 6. How to analyse and present results from Top Tasks and Task Performance Indicator approaches
This Masterclass is ideal for managers of digital teams, customer experience and content professionals and online marketers. Tickets include breakfast / lunch and a signed copy of Gerry’s latest book Transform.
Want to pay by invoice? Email us at YWNjb3VudHMgfCBhbWFyYWNoICEgY29t, with your business email and address and we'll handle the rest for you.
Agenda
09:00 Registration: Breakfast
10:00 Session 1: Top tasks identification

Getting the organisation to think about customer tasks
Sources for a task list
Shortlisting

11:15 Break
11:30 Session 2: Identifying top tasks

Designing the survey
Getting people to vote
Analysing and presenting results

12:30 Lunch13:15 Session 3: Measuring task performance

An ongoing management metric
Participant / customer selection
Creating task questions

14:30 Break14:45 Session 4: Measuring task performance

Preparing for testing
Running an observation session
Analysing and presenting results

16:00  Final Q & A and conclusion



 



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