In this episode of the ‘Experience talk: Impact of CX on Business metrics’, Tanuj Diwan and NK are joined by one of the most prominent CX thought leaders – Debbie Akwara.
They’ll be talking about
- the impact of CX on business metrics,
- VOC and CX metrics in a B2C company and their measurables,
- VOB, VOC, and VOE and their differences,
- bringing alignment across multiple teams,
- tips to manage the emotions of the customer,
- where does CX starts and ends in an organization,
and a lot more!
Debbie Akwara is one of the well-recognized CX leaders from Africa. She is a CX entrepreneur that designs products, services, and solutions that helps businesses attract, satisfy, and retain customers while improving the customer experience management capabilities of teams. She has over 20 years of experience in delivering CX success for local, pan African, and international organizations.
NK is a passionate Customer Experience Evangelist, a blogger, and an influencer with an overall work experience of over 18 years. He has previously worked with multinational brands like Microsoft, Tesla, Iron Mountain, Autodesk, McKinsey, Fandango, Sequoia, MGM, Verizon, Hulu, and many more and has exposure to multiple segments such as Automobile, Health Care, Retail, B2B, B2C, K12, and Other Education sectors. He has successfully managed complex platform transition, technology implementations, scripting to data processing and has taken leadership roles to optimize processes, increase the level of quality deliverables and increase overall client satisfaction.
An enthusiastic leader and a product owner, Tanuj specialize in driving product vision while creating product roadmaps and ensures the priority of high-value requirements in every release to meet and exceed customer expectations. Steering scrum team in daily standups, sprint planning, backlog refinement, sprint demos, and retrospectives, Tanuj values face-to-face communication to collaborate across departments to achieve company goals. He is a futurist, with expertise in identifying opportunities and risk implications of emerging business and technology trends and commercializing promising opportunities.