Customer Experience (CX): How to Build an Army of Fans
Your software works well, but that isn’t enough these days. Your customers aren’t coming just for solid software; they are coming for an end-to-end experience with your people, products, and services. An organization that delivers that experience will create an army of enthusiastic fans who promote it regularly; on the flip side, an organization that creates solid software without that experience is an organization waiting to die. Join Stephen Frein as he describes the discipline of customer experience (CX) and how it differs from user experience (UX), both in an overall sense and from the perspective of the quality professional. Learn about Net Promoter Score and other metrics that accurately predict customer loyalty and future behavior. Understand how software quality impacts CX, and explore new ways for quality teams to drive customer-centric results beyond their traditional testing roles.