The Business World is Transforming
  • By 2025 the worth of the Internet of Things will be $6.2 trillion.
  • The sharing economy will reach $330 billion by 2025.
  • For people starting their education, 65% will enter the workforce into jobs that don’t exist today.
  • The average tenure on the S&P 500 is dropping. Only 25% of the companies in 2012 will remain by 2023.
  • Automation and robotic usage will grow 2,000% from 2015-2030 amounting to $190 Billion market.
  • 86% of global CEO’s are championing digital transformation of their companies.
  • By 2025, half of world’s companies with revenues exceeding $1 billion will be headquartered in today’s emerging markets.
  • By 2018, the data created by the Internet of Things will reach 403 zettabytes a year.
  • By 2030 the population will be over 8 billion people and 50% of Global GDP growth will come 440 cities in emerging markets.
  • By 2030 more than 30% of workforce will be older than 55 in developed countries.

How to Measure the Customer Experience

How to Measure the Customer Experience
07/11/2017, , in

Event Details

Almost every organization measures customer satisfaction, most measure customer retention and advocacy, some measure the quality of core products and services, and few measure employee satisfaction. We look at what gets measured, what gets reported to executives and how leading organizations are improving their approach to measuring customer satisfaction.

Discussion Topics:

What gets most commonly measured

What is most commonly missed

The role of Net Promoter Score and its alternatives


Presenter: Ed Thompson, Gartner

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