Reinvigorate CX Measurement and Business Impact

Hear Darran Taylor from The Automobile Association, the UK’s largest motoring organization serving over 14 million members as he shares his experiences of working alongside Forsta to rejuvenate their CX measurement program. Darran explains how a renewed focus on the importance of measuring CX led to the adoption of fresh approaches, from survey redesign to communication of results to driving actions. Darran illustrates through ‘real life’ examples including how the program enabled a better understanding of the experiences of vulnerable customers.

The AA is a British motoring association founded in 1905 and provides vehicle insurance, driving lessons, breakdown cover, loans, motoring advice, road maps, and other services.