Performance Management & Complexity Mapping for Data-Driven CX
With omnichannel consumer expectations on the rise, CX complexity is outpacing organizational execution. Understanding and managing complexity is critical to building optimized customer experiences and is fundamental to every brand’s ability to layer strategic insight and automation across key CX touchpoints. Using Complexity Studies to analyze omnichannel contact drivers, issue types, support performance, and post-interaction satisfaction, brands can build rigorously tailored support programs, leverage key automations, discover new efficiencies, and meet specific customer needs across any channel.
Join Wadad Nsouli, SVP of Customer Success and Business Insight at ibex, as she talks with Yuliya Orlova, Sr. Director of Customer Experience and Quality Assurance at Toast, to unpack the data and detail that goes into mapping complexity and turning insights into action. In this session, you’ll learn how to:
- Map drivers of the end-to-end customer lifecycle
- Build a Complexity Study
- Use Complexity Studies to drive channel strategy
- Act on the results and leverage automation
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Speaker Bios
Wadad Nsouli
SVP, Customer Success & Business Insight - ibexWadad Nsouli is the Senior Vice President of Customer Success and Business Insight at ibex. Wadad has been at ibex for the past 9 years; her role primarily revolves around working with ibex partners to uncover key obstacles impacting customer satisfaction and partnering on solutions to map back a more seamless customer experience.Prior to joining ibex, Wadad spent 7 years running Customer Experience at Sprint across several channels including care, sales, tech support, and .com.
About ibex
ibex helps the world’s leading brands engage their customers, with services ranging from customer support, technical support, inbound/outbound sales, business intelligence and analytics, digital demand generation, and CX feedback management.
Yuliya Orlova
Senior Director, Customer Experience & Quality Assurance - Toast, Inc.Yuliya is the Senior Director of Customer Experience at Toast. She’s obsessed with making sure restaurateurs can focus on what they are best at doing: cooking delicious food and serving hospitality to their diners.
Prior to joining Toast, Yuliya worked at Square Peg Capital, a venture fund based in Australia. Yuliya was also the Director of Strategic Initiatives at PillPack – working to improve pharmacy experience using technology. Prior to that, she worked as a consultant at Bain and Company.
Yuliya holds a Bachelor’s degree in economics from Bryn Mawr College and an MBA from Harvard Business School. When she isn’t helping companies build an awesome customer experience, she is usually hanging out with her dog Max and cooking her way through her collection of 132 cookbooks.
