ACT-IAC Presentation: 2016 CX Summit Printed Program
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Abstract
Delivering an Omni-Channel Experience Through Measures that Matter
2016 CX Summit Printed Program
Date Presented: April 5, 2016
The 2016 CX Summit titled “Delivering an Omni-Channel Experience through Measures that Matter” focused on the key components of an omni-channel experience, provided examples and discussed how to establish measures that drive the initiatives and efforts that lead to this experience. How do you measure the journey of a citizen from the beginning of the transaction to the end? What measures drive the expected experience? How can government and industry partner to deliver this experience?