A da(y)ta remember; ISG’s head of customer experience, Faiza Syed, delivers a keynote speech at Sit-Down’s Data Driven CX summit.
ISG’s ‘All 4 by 24’ corporate strategy places customer experience (CX) as one of four key pillars to success, with a global business goal to provide the best customer experience in our industry; before, during and after project delivery.
Acting as one of the driving forces of ISG’s customer experience programme, head of customer experience, Faiza Syed, uses data-driven customer insights and trends to enhance ISG’s customer experience across geographies and sectors. Analysing customer feedback data to support project teams throughout the customer journey, to inform, improve and influence delivery and relationships.
Speaking at Sit-Down’s Data Driven CX summit, Faiza’s keynote speech ‘The importance of using Data to measure CX: “Did we do what we said we would do?”’, highlights why data sits at the heart of ISG’s success and how our customer experience data is imperative for supporting the business’ growth across project teams and beyond.
‘The importance of using Data to measure CX’ insight identifies ISG’s key customer experience goals, including:
- Interpreting customer feedback to better understand client priorities to make the customer journey more personalised
- Analysing sentiments to drive real change within ISG’s processes and enabling functions, weaving into ISG’s ‘All 4 by 24’ corporate goal to achieve optimal operational efficiency
- Utilising data for internal training, to embed a culture of ‘customer first’ across the business and encouraging use of the customer experience platform empower everybody to develop and improve customer relationships
- Incorporating using customer insight and trends to inform strategy and brand positioning
Watch the full seminar below.