During this conference you will hear a lot about NPS2. What has been improved? Why should you consider doing things differently? What can you learn from 10 years of practical application that will accelerate your success? Join the NICE Satmetrix team, led by Deborah Eastman, to learn more about the best practices and improved processes defined in NPS2. Key themes include connecting your listening strategy to the customer journey, when/how to use NPS vs. other metrics such as Customer Effort Score or Satisfaction, alternative data sources such as operational data, smart closed loop processes that drive value for your business- not just tasks for your frontline; and best practices for building a customer centric culture. This interactive session will give you an in-depth look at the NPS2 best practices and opportunities to learn how to apply them to your business.

About Deb Eastman
Deborah has spent her career with a passion for customer success. After 15 years of top sales performance, she has held a number of executive leadership positions in sales, marketing and consulting. As the Chief Customer Officer, Deborah is responsible for working across the organization to continuously innovate the customer experience, and deliver tangible value to NICE Satmetrix clients.

Direct responsibilities include account management and advisory services to customers on how to drive a customer centric culture through operational voice of the customer programs. She brings firsthand experience at deploying a global Net Promoter program at KPMG Consulting where she integrated customer feedback into the strategic account management process. Working with customers across all industries, she brings a breath of experience to help organizations accelerate their program results.

She is a frequent speaker and blogger on the topics of Net Promoter, Customer Experience and Social Media. Previously, she was Executive Vice President of Sales & Marketing for Biz360, a social media company. Before Biz360, Deborah served as a Partner for KPMG Consulting and Vice President at BearingPoint. In 2000, Deborah was selected by Consulting Magazine as one of the top in her field for developing a partnership between KPMG and Cisco which resulted over $100m in incremental revenue and a billion dollar investment.

[ssba]