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Quantifying the Customer Experience

Building credibility by predicting and tracking the customer experience

Does this design offer a better customer experience than that design? This is what business leaders want us to answer, but we cannot answer it confidently using only qualitative techniques. I will examine two case studies for quantifying the customer experience and how doing so improved our team’s creditability.

Presentation by Kuldeep Kelkar (PayPal), Jim Hudson (PayPal)
Advanced Practitioners (AP)
11:10am to 12:10pm on Wednesday, June 22, 2011