Unifying measures of customer experience and satisfaction

Date of publication: September 23, 2018

Catalogue: Congress 2018

Abstract:

Satisfaction measurement at Microsoft has evolved from a singularly sourced and scrutinised version of the truth to a more frequent and holistic measurement framework, providing a richer understanding of customer and partner health. We've enabled the company to inspire and gauge improvements that allow us to become a truly customer obsessed organisation.

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