When
November 28, 2018
2:00 PM - 3:00 PM EST
Where
Online
CX Programs - Your Top 3 Questions
MaritzCX addresses CX/NPS and loyalty; setting program goals, and increasing survey response rates
Over the last 20 years, CX practitioners and program managers have consistently asked MaritzCX’s expert consultant, David Ensing, three questions about their programs.
- Why doesn’t customer experience/NPS relate to more loyalty?
- How do I set goals for my CX program?
- How do I increase survey response rates?
Ensing, a 20+ year market research industry veteran, has helped hundreds of Fortune 500 organizations – mostly within the auto industry -- develop effective and efficient CX initiatives; and in so doing, has generated an expansive knowledge base of CX questions, answers, and program best practices.
Join Ensing on November 28 for this webinar where he answers the three questions he’s been asked the most during his career and offers up best practices on how CX leaders can enhance their programs.
What you’ll learn from this webinar:
- Answers to the three most asked questions about CX programs
- Best practices on how to implement CX program enhancements
- Strategies for overcoming obstacles
“Most CX practitioners have these questions and it doesn’t really differ from industry to industry,” Ensing said. “Questions are great. The problem comes when these types of questions stop. That’s an indication that those in charge of an organization’s CX effort stop trying to make the program better. That’s an issue.”
David Ensing
Vice President
Automotive Research Consulting
David provides research design consultation to clients, facilitates continuous improvement of existing studies and manages MaritzCX’s internal automotive studies. David has over 17 years of experience conducting and overseeing automotive customer experience programs at MaritzCX and Maritz Research. Previously, David held several positions including Vice President of Voice of the Customer Integration and Senior Strategic Consulting Director.
Prior to joining Maritz, David was an assistant professor of psychology at the University of Toledo in Toledo, Ohio. He taught graduate and undergraduate courses, supervised doctoral- and masters-level research, and conducted outcome-based research. David completed Doctoral and Masters Degrees in psychology from Bowling Green State University and a Bachelor of Arts degree in psychology from DePauw University. He has also completed his psychology internship at the Baylor College of Medicine in Houston, Texas.
In his free time, David plays a lot of squash and runs half-marathons and marathons (well, to be honest, one marathon) with his daughters. He is currently trying to persuade his son to run too.
