30 JUNE 2020 Digital Focus Group: How to leverage your users to drive better CX
Tom currently works with UX Researchers/Designers as well as Product and Ecom teams in the retail space who utilise Usabilla’s Website, App and Email products to deliver customer centric user journeys. Before joining Usabilla, Tom worked closely with the Product Team at eve sleep PLC launching the company's German and Swiss ecommerce shops. He ran A/B tests, conducted user research as well as daily data analysis to prime the Business for its IPO in March 2017.
Presenter:
Tom Thyroff-Kohl Principal User Insights Consultant Usabilla
Date: 30th June • Time: 2PM-3PM BST Providing the best customer experience has become mission critical. With 86% of buyers willing to pay more for great CX, it’s no surprise that investment in user experience has the potential to double your revenue in just 36 months. It may be easy to see why you should focus on CX, but while many companies are growing their customer feedback programs, too often they fail to make an impact. So, how can you get started? How can you leverage your customers to give you the answers? The key is to approach customer-centricity from all sides. Combining customer data from your entire tech stack together with real-time user feedback can provide you with a holistic view of the customer experience. In this focus group, we’ll discuss what it takes to build and scale an effective customer feedback program.
As the Product Implementation Manager at Usabilla by SurveyMonkey, Nindi works with enterprise brands and CX professionals across industries to become truly customer-centric by leveraging user feedback to drive actionable change and improve their digital experiences.
Presenter:
Nindi Kalsi Product Implementation Manager Usabilla
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