SPEAKER

Maher Samhouri is Customer Experience and transformation Expert with 20+ years of experience in Jordan, UAE and KSA in the domain of Customer Experience, Customer Service and Transformation programs across different industries such as telecommunication, financial service, outsources vendors, government, utilities, and startups covering the B2C, B2B and Government services also he judged in global Customer Experience and Excellence awards for customer experience and excellence and he is the cofounder of CX Arabia the first and most comprehensive customer experience Arabic native Customer Experience Platform targeting the Arabs in the Arabic region.

DESCRIPTION

In the customer experience world and with the huge amount of data we explore the Experience Mining across the organization to know the priorities and major issues, and connect these to the ROI of CX actions and improvements. By the end of this session, users will know the following:  1. How to decide on the customer experience insights pillars between external and internal data sources 2. The measure what matters approach to ensure measuring the right metrics and how to present them to the right audience  3. Building the insights for the right audience with a multi-view data visualization  4. How to calculate the final impact on customer experience and link this with the ROI  5. The main sources of Customer Experience Insights and how to privilege each of these insights