How Qual Can Take CX to the Next Level

Thursday, May 19
9:45 AM–10:30 AM

Location: Grand Salon 9 - 12

Days: Thursday, 19 May

The term “customer experience research” has been popularized by those in the usability field, but a qualitative perspective can make such research more valuable to you. Right now.

In the past few years, customer experience has become a focus for corporations around the world and with good reason – companies that provide superior customer experience enjoy huge advantages in profitability and growth.

But why, then, do customers continue to report low satisfaction levels? The problem is that customer experience programs are too narrow. They look at a series of touch points but frequently don't understand the customer overall.

See Jay Zaltzman as he draws on his knowledge both in customer experience and qualitative research to explain how organizations can provide superior customer experience by understanding the whole customer and connecting with them both rationally and emotionally.

This presentation is sponsored by the QRCA (Qualitative Research Consultants Association), which is holding its 8th Biennial Worldwide Conference on Qualitative Research in Vienna, Austria, and will run from Wednesday, 13th April through Friday, 15th April 2016. Jay Zaltzman is a member of the QRCA and is currently serving on its board of directors.