Capture Feedback at Critical Customer Touchpoints

Collect feedback at the moments that matter most. In this session, you’ll learn how to capture feedback in real time, at the right time, so you can act quickly on the issues that impact satisfaction and loyalty. 

Led by CX experts from Ipsos, this session walks through a practical approach you can apply right away.

You’ll learn how to:

• Identify the most important moments in your customer journey
• Design and launch transactional surveys
• Capture feedback in real time, when it matters most
• Uncover specific drivers of satisfaction and dissatisfaction

What to expect

• ~45 minutes: Guided walkthrough and in-product demonstration
• ~15 minutes: Live Q&A with CX experts

About the Speaker:

As a Director of Experience Management with over a decade of expertise, Trish Roberts specialises in the strategic architecture and governance of large-scale Customer, Citizen, and Employee feedback programmes. She is a recognised leader in establishing robust programme governance frameworks and utilising her knowledge base to drive cross-functional organisational transformation. 

A certified Qualtrics CX Scientist and Engagement Manager, Trish is an expert in bespoke questionnaire design and evidence-based research methodologies. Her career is distinguished by a series of industry awards for the delivery of high-impact, effective programmes, and she is a frequent contributor to thought leadership publications that advance the field of innovative Experience Management.

Trish’s primary focus is driving maximum value through the use of technology platforms, ensuring the partnership delivers measurable impact and exceptional business results across every industry.

Aashish Negi is a seasoned leader in Experience Management with over a decade of expertise in bridging the gap between current operational realities and future-state excellence. Having led complex initiatives across Australia and internationally, he specializes in equipping teams with the strategic tools and technical knowledge required to build - and sustain - exceptional XM programs.

 With a background in software development and technical design, Aashish brings a unique, innovative lens to the industry. He is known for his inquisitive nature, constantly pushing for continuous improvement and finding creative, scalable solutions for even the most intricate programs. Beyond implementation, Aashish is passionate about transforming data into narrative, creating engaging reporting structures that provide value for years to come.
 

Resources:

• Learning Path (collection of courses)
• 2-Minute Tip Videos
  • Creating Quotas & Screening Out Respondents
  • Randomizing Questions & Blocks 

Have questions? Reach out to us at customer-success-events@qualtrics.com.