Next Generation Customer Experience 2015 (past event)

March 23 - 25, 2015

Omni Hotels & Resorts, San Diego, CA

Contact Us: 1.888.482.6012

Susan Fabry, Director, Customer Experience Design at Sun Life Financial

Susan Fabry


Director, Customer Experience Design
Sun Life Financial

Check out the incredible speaker line-up to see who will be joining Susan.

Download The Latest Agenda

Day 2: Customer Experience Culture & Engagement

Saturday, December 3rd, 2016


2:25 PM Panel: CSAT, NPS, CES—How To Avoid Chasing The Wrong Metric

With tools available to measure customer satisfaction, emotion and NPS, it’s easy to become caught up end up chasing the wrong metrics. From a KPI perspective, you might see that you are achieving high satisfaction scores based on your metric of choice, but the customer experience is not actually improving.
• Which metrics or combination of metrics are working
• How do you avoid chasing the wrong metric