PBI + Qualtrics webinar on Strategic Customer XM

PBI+Qualtrics webinar Strategic Customer XM – How to close to loop: corrective actions in customer experience management

Speakers are Dr. Magnus Gustafsson (Partner), Filip Franck (CEO) and Carl-Johan Larsson (eXperience Manager Nordics, Qualtrics).

Corrective actions, action plans, closing the loop…regardless of what terms you use for taking action on customer feedback, what is very common is that this ‘last leg’ of the CXM journey is the most challenging. How do we trigger actions? How should they be monitored? How do we communicate about them? The uncertainty around how to create an effective corrective actions process often make it seem very burdensome and perceived as pointless. However, it is probably the most crucial part of the CXM process; if you don’t take actions on your feedback you cannot improve the customer experience, and you cannot improve business as a result. On the other hand, with an effective action process, you can turn it from a burden into a supportive mechanism for your account managers and project managers in how to better lead their customer relationships, sales, and projects. The result will not only be a more satisfied customer and potentially more business from them, but it will also help you create predictive analytics that support your AMs and PMs in taking actions proactively rather than reactively.