June 24 - 28, 2019
The Mirage, Las Vegas

Lexi Emmons

Senior Director, Customer Experience
Bright Horizons

5:10 PM Experience Over Metrics: Redesigning Your Quality Assurance Model

  • Redesigning the quality assurance model to be rooted in empathy and emotional buy in with customers
  • Pivoting to metrics based focusing on the experience at large and not around scores or statistics
  • How to train your agents to adapt to a new metric system

Check out the incredible speaker line-up to see who will be joining Lexi.

Download The Latest Agenda