- ‘Technology is an enabler for desired customer experience – Yes / No'
- ‘Which drives desired customer experience better? - Value based strategy or Metric driven strategy’
During the discussion, views were presented in favor of and against each dimension. Based on this, strategies to enhance customer experience were arrived at.
Appended below are some key takeaways from the presentations:
• Value and metric-based strategies do not have to necessarily be in conflict. The reason that there is a perceived conflict between these two things is that most companies do not measure the right metrics. What they measure in terms of metrics is customer service and other things connected to service as perceived by customers. A lot of these metrics are easily measurable. For example, how much time the call centre took to answer, the attitude of the employees and the aspect that they show customers are the process related services that have a much bigger impact on customers. So that is where the conflict comes and not just in measuring the right metrics.