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Session 504: Debating Data: The Role of CSAT in the 21st-Century Support Organization

Thursday, August 6 at 11:30 AM

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Customer satisfaction (CSAT) is one of the most common support metrics. But it's no longer the only metric support organizations should be tracking to paint a full picture of the customer experience. In today's support and service environment, does CSAT still have the same value, or is it time to move on? In this session, two industry experts will discuss and debate the role of CSAT in the 21st-century support organization. Come with an open mind and be ready to weigh in!


SupportWorld Live speaker photo for Nate-Brown

Nate Brown

Co-Founder, CX Accelerator and Chief Customer Officer

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. He was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, as well as being named a top CX thought leader by TruRating, Qminder, ProcedureFlow, LifeHelpNow, ICMI, and Exceeders. As a passion project, Nate recently created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves.


SupportWorld Live speaker photo for Andrew-Gilliam

Andrew Gilliam

Associate Analyst

HDI

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. As one of HDI's in-house subject matter experts, he writes and speaks about service management, technical support, and contact center trends and best practices. Andrew was among ICMI's 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years, and he maintains several HDI and CompTIA certifications, including CASP+. Follow Andrew (@ndytg) on Twitter, connect with him on LinkedIn, and discover more at andytg.com.