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Measuring the Digital Customer Experience with Top Tasks - Ireland

Amárach Research and Gerry McGovern, Founder of Customer Carewords

Tuesday, 19 June 2018 from 09:00 to 16:30

Measuring the Digital Customer Experience with Top...

Ticket Information

Ticket Type Sales End Price Fee VAT Quantity
Early Bird Offer
Book Before 4th May
4 May 2018 €350.00 €0.00 €80.50
Masterclass Ticket 18 Jun 2018 €490.00 €0.00 €112.70
3 for the Price of 2 Tickets 18 Jun 2018 €980.00 €64.19 €240.16

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Event Details

Amárach Research has partnered with Gerry McGovern to bring a masterclass on his successful Top Tasks management model to Ireland.


Learn how the world's leading businesses research their digital interactions with customers and how to enhance your online customer experience.

 

A masterclass on measuring the customer experience.

The key to successful digital transformation is customer-centricity. As many companies have shown, the best way to put the customer first is to make sure the main tasks they want to perform are easy to complete.

This masterclass will give you the methods to focus on what your customers really want because giving people what they want—quickly and easily—is the foundation of a great customer experience.

You will learn how to build a solidly reliable management model around Top Tasks and the Task Performance Indicator, two essential metrics of the customer experience.

What attendees will learn:

1. Cutting edge techniques to clearly identify customers’ top tasks 
2. How to measure the performance of your customers’ top tasks
3. How to create task questions for observation and measurement
4. How to select participants
5. How to run a remote test 
6. How to analyse and present results from Top Tasks and Task Performance Indicator approaches

This Masterclass is ideal for managers of digital teams, customer experience and content professionals and online marketers. Tickets include breakfast / lunch and a signed copy of Gerry’s latest book Transform.

Want to pay by invoice? Email us at info@amarach.com, with your business email and address and we'll handle the rest for you.

Agenda

09:00 Registration: Breakfast

10:00 Session 1: Top tasks identification

  • Getting the organisation to think about customer tasks
  • Sources for a task list
  • Shortlisting

11:15 Break

11:30 Session 2: Identifying top tasks

  • Designing the survey
  • Getting people to vote
  • Analysing and presenting results

12:30 Lunch

13:15 Session 3: Measuring task performance

  • An ongoing management metric
  • Participant / customer selection
  • Creating task questions

14:30 Break

14:45 Session 4: Measuring task performance

  • Preparing for testing
  • Running an observation session
  • Analysing and presenting results

16:00  Final Q & A and conclusion




 


Do you have questions about Measuring the Digital Customer Experience with Top Tasks - Ireland ? Contact Amárach Research and Gerry McGovern, Founder of Customer Carewords

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When & Where


Radisson Blu Royal Hotel
Golden Lane
Dublin
Ireland

Tuesday, 19 June 2018 from 09:00 to 16:30


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Organiser

Amárach Research and Gerry McGovern, Founder of Customer Carewords

About Gerry McGovern

Gerry helps large organisations deliver a better digital customer experience. He has written six books on the digital customer experience. His latest book is called Transform: A Rebel’s Guide for Digital Transformation. It shows that digital transformation is far more about culture change than technology change. His commercial clients include Microsoft, Dropbox, Cisco, NetApp, VMware, and IBM. He has also consulted with the US, UK, EU, Dutch, Canadian, Norwegian, and Irish governments.

"Gerry McGovern is a truly 'amazing' speaker—passionate and profound, hilarious and enlightening. A golden-tongued orator whose every utterance merits quotation, and a lone rational voice in a wilderness of self-defeating, self-interest and inverse prioritization. He fights a never-ending battle to bring reason and utility to our websites by focusing relentlessly on your user's most important tasks." 

Jeffrey Zeldman - A List Apart, Happy Cog, A Book, An Event Apart 

"Gerry McGovern always delivers talks and workshops that our audiences love. He has given the best rated talk at Webdagene ever (in 2008) and he gave the best rated talk at Webdagene in 2015. Great content and great outcome."

Sesilie Halland - Manager Webdagene / conferences by Netlife Research 

The Irish Times described Gerry as one of five visionaries who have had a major impact on the development of the Web. He is the founder and CEO of Customer Carewords.

About Amárach Research

Amárach helps its clients succeed and grow through a better understanding of their customer’s needs. We offer a full range of quantitative and qualitative research and consulting services, working directly with clients and/or with their PR and advertising agencies to deliver insight with impact. We have extensive experience in user experience research, customer experience measurement and digital communications design and are delighted to partner with Gerry McGovern in helping Irish organisations enhance their online customer experience.

 

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Measuring the Digital Customer Experience with Top Tasks - Ireland
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