Rochester, NY CXPA Network

Event Description: In this session, Mark Ratekin, CCXP, Head of Global CX Consulting at Forsta, will provide a brief history of CX measurements, with an emphasis on the metrics that have been routinely used in CX programs. Mark will then facilitate a dialogue on the considerations that organization should have as they develop their CX KPIs.

About the Speaker: Mark has spent the majority of his career helping some of the world’s biggest and best companies develop and execute their CX programs, with an emphasis on voice of customer listening systems and articulating the financial value of CX. Mark is a data-driven consultant who seeks to become a trusted advisor to his clients. At Forsta, he leads a team of consultants who focus on bringing their CX programs to a higher level of maturity by focusing on business outcomes, not just a number. When he’s not working with Forsta, he is a husband and father of three sons, and he is a proud member of the CXPA board. He also is a contributing author to the CX Book of Knowledge, in which he wrote the chapter on metrics.

On-demand Video (copy the passcode below before clicking the link): 

https://us02web.zoom.us/rec/share/1rSuDuhb7EIw5_e0FqJq__0RJdDSb8wCeSiRJW2DDXI_Y2TSG-Xe5RVpn_y6Gf6M.BBIKZp2owyMEwo_E?startTime=1690472660000

Video Passcode: xKjK^rM1

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