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.
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Research HX
Many feedback programs measure Net Promoter Score movements, but few can reveal the “why” of customer behavior. Forsta’s HX Benchmarks puts performance in context so you can understand what great experiences look like for your customers. Learn more about the human-centered intelligence you need to outperform the market.
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