Tamer Raafat

Speaker: Tamer Raafat, Customer Retention PMO Leader, EMEA, Oracle Corp.

Tamer Raafat: As customer experience professionals, we often rely on traditional metrics like net promotor score or customer satisfaction sees a score in order to gauge how well we are doing with our customers. Why these metrics are really valuable. They only tell part of the story in my session. We will dive deeper into another advanced metric that can really provide you with a more comprehensive and actionable understanding of our customer experience. We will explore the CH S metric or the customer health school, which is really a crucial metric in order to understand and to improve our customers journey by moving beyond the MPS. And as he said, you can uncover deeper insights, reduce your customer churn and enhance the customer overall satisfaction. We will discuss some of the propensity indicators that can really contribute into the calculation of the customer health score and understand how to prioritize them as per their impact and importance.