Course

It’s critical to bring your frontline teams front and centre when designing and optimising your CX programs. You can achieve this by:

• Capturing feedback from customers about their experiences with your frontline.
• Engaging your frontlines through analysis and using their feedback to enhance your value proposition and deliver consistently great customer experiences.

During the main 60 minute session, first Dan Heilbron (APJ Lead CX XM Scientist) will walk us through the best practices, methodologies and key insights, where attendees will learn how to:

• Foster a journey-centred approach to survey design
• Train and enable your frontline teams
• Share your insights with a wider group of frontline stakeholders
• Empower your frontline to think about the “what next?”

Then to bring those concepts to life, Melissa Lee (ANZ Solution Engineer) will run a live platform demonstration to showcase:

• Role-based dashboards - What would frontline teams want to see
• Difference between a CX Team Dashboard v.s. Frontline Team Dashboard
• Frontline feedback dashboards adaptable to various industries

Followed by a 15 minute Q&A facilitated by your host Bharathi Sriram (ANZ XM Success Manager)

This event is designed with CX customers in mind but we welcome all Qualtrics customers interested to join us and learn more about the full capabilities of Qualtrics platforms as an XM industry leader.