5 Steps to Ensure your Digital CX Program Delivers Results

According to Forrester, digital customer service interactions are due to increase by 40% through 2021. Partly due to the global pandemic, this phenomenal increase has forced brands to add more channels and truly embrace digital transformation in their organization.

So how’s Customer Experience faring in the midst of such a shift in the industry? CX professionals need to invest in the right technology, rethink their customer journey maps, and implement the right listening posts at key moments in the digital journey.

But it’s not easy! Are you one of these professionals who struggle to build or expand their digital CX programs? Are you concerned about lack of engagement, the challenges of aligning insights alongside more traditional channels, or how to link your CX metric to your business KPI’s?

In this CXPA webinar, Kat Stroud, Senior CX Consultant at Forsta, will go through the 5 steps needed to ensure your digital CX Program has the right foundations to deliver results for your organization.

Kat Stroud, CCXP | Senior Consultant, CX Consulting, EMEA

https://www.linkedin.com/in/klstroud/

Kat has worked in customer experience measurement for 10 years and has a background in Psychology. She has primarily taken roles on agency-side, developing large, multi-channel programmes across a range of industries including retail, travel & tourism, finance and telecoms. Her focus has been on Voice of Customer, specifically with Digital Feedback, and has provided guidance with website redesign, VoC data analysis and linking behavioural data with VoC feedback.

In her role at Forsta, she works closely with customers to help define and design Customer Experience programmes that deliver business change.

She enjoys understanding each business and building strong relationships with clients. Her passion is engaging employees to turn data into actions which help companies develop the best experience for their customers.

Click here to join the meeting!