Many CX professionals struggle to getting stakeholders to turn their insights into action. The results aren’t pretty for anyone, especially customers. Learn how Greyhound overcame these challenges, re-focused the front-line and executive teams on the customer, and increased NPS by 20 points.
View the recording today. We will cover
- The 5 steps Matt used to keep stakeholders focused on the customer experience
- How your survey design and analysis can hide or highlight what customers really want
- Why you NEED a “beachhead metric” and other counter-intuitive strategies for generating buy-in
Matthew Schoolfield, Manager of Customer Insights & Commercial Analytics, Greyhound Lines
Alyona Medelyan, PhD, CEO, Thematic