Tamer
Raafat
Customer Retention Leader EMEA
Oracle
Tamer is a dynamic leader with 25 years of experience in driving Customer Growth, Customer Experience and Retention Programs for Enterprise Cloud businesses across the EMEA region. Currently, he spearheads strategic initiatives at Oracle, elevating the Customer Success team to new heights in customer satisfaction and retention.
Tamer holds an MBA from Maastricht School of Management and a BSc in Electrical Engineering from Cairo University. He is a Certified Customer Success Leader (CS Leadership Academy), Certified Customer Experience Professional (CX Academy), and has completed an Executive Program in AI Applications at Kellogg School of Management, Northwestern University.
10 July 2024 09:00 - 09:30
CX metrics that matter – Beyond NPS and CSAT
In this session, we will delve into the critical role Customer Experience (CX) metrics play in driving business success. While traditional metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) provide valuable insights, they are not without their limitations. Join us as we explore a comprehensive approach to CX measurement that goes beyond these conventional metrics.
Key discussion points:
1. Importance of CX Metrics: Understand why CX metrics are essential for any business aiming to enhance customer satisfaction and loyalty.
2. Limitations of Traditional Metrics: Discover the shortcomings of NPS and CSAT and why they might not fully capture the customer experience.
3. Advanced Metrics Overview: Learn about more sophisticated and comprehensive CX metrics that offer deeper insights into customer behavior and preferences.
4. Implementation Strategies: Gain practical strategies for integrating advanced CX metrics into your business processes.
5. Q&A: Engage with experts and get your questions answered about improving your CX measurement approach.
Useful links
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Useful links