“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
2Grips is pleased to invite you to its newest event:
Next Generation Customer Experience
Growing numbers of companies are coming to recognize the benefits of managing customer experience: higher revenues, lower costs, and stronger employee and customer loyalty. Also within the field of Service Management the focus is shifting from SLA’s towards more end-user satisfaction oriented objectives. Our IT organisations are confronted with the question of how relevant their current SLA metrics are in driving improved customer satisfaction and service experience. But what is an XLA, what are the things to be on the look out for and how do we measure customer experience?
February 11, 2020
Van Der Valk Hotel, Luitenant Lippenslaan 66, 2140 Antwerpen
|15u30 – 15u45||
Welcome and Introduction
Joost van Iersel – 2Grips
|15u45 – 16u15||
Customer Satisfaction in a multi-sourcing environment
Customer satisfaction is an increasingly important issue for any organisation. This concept and its implementation becomes even more complex in an environment where certain parts of the service have been outsourced to multiple service providers.
|16u15 – 16u45||
Road towards Xperience Level Agreement (XLA)
Marco Gianotten – Giarte
|16u45 – 17u15||Break|
|17u15 – 17u45||
End User Experience Monitoring
According to a recent survey by the Service Desk Institute, customer satisfaction is the most important indicator of success for the service desk. This means that measuring customer satisfaction or customer experience is becoming increasingly important in order to guarantee the quality of service as well as to meet the expectations of the end user. During this session you will learn how you can continuously improve your service based on actual user experience/measurements.
|17u45 – 18u00||
Danny Van Vosselen – 2Grips
|18u00 – 19u30||
With food & drinks