January 21 - 24, 2020
Omni Orlando Resort, ChampionsGate, FL
Omni Orlando Resort, ChampionsGate, FL

Stephane Deblock
Director, Business Process Management
Kaiser Permanente
Check out the incredible speaker line-up to see who will be joining Stephane.
Download The Latest AgendaWednesday: Main Conference Day One
Wednesday, January 22nd, 2020
11:00 AM IDG X: Aligning and developing customer centric KPIs into continuous improvement
Many companies put customer centricity as a key transformation goal yet few have specific action plans to execute and measure customer centricity. This session will discuss:
· Aligning customer journey with internal processes
· What are relevant customer centric KPIs to incorporate into your CI program
· Transforming call centers into profit centers