Webinar: Customer Centric Metrics

Presented by: Matt Hansen

Date: June 22, 2022 2:00 PM CDT

In a world that's accelerating attention on customer experience and yet also drowning with too much data, this is a clarion call for leaders to use their valuable data to build simple and meaningful measurements that focus more on customer needs. Many organizations build their customer support operations with many confusing and competing metrics that don't always align with what the customer wants or needs.

This session introduces a simple question that is used to discover potential risks with existing metrics and to build the ideal metrics that align with what the customer really wants. A real-world example is used to illustrate how a call center operations can improve their metrics using this unique approach.

About Matt Hansen

Matt Hansen has led continuous process improvement work for over 20 years and has been a Master Black Belt in Lean Six Sigma (LSS) since 2008. The projects Matt has led have found over $150 million in benefits. He's designed & led 3 corporate LSS training/certification programs as well as founded StatStuff.com (the only free online source for complete LSS training), which has received glowing endorsements from top leaders at companies like Apple, eBay, Bank of America, Honeywell, Wells Fargo, Dell, etc.