As customers (and competitors) evolve, organizations that have the deepest insight into their customer experience will be poised to adapt to these changes. Traditional customer satisfaction surveys provide some direction, but can lack depth; qualitative user experience (UX) testing provides depth, but may not be able to project. GfK addresses this challenge with a method that maps the holistic customer experience in a way that provides both depth and projectability.
Combining market research and UX research, this powerful approach drives your ongoing experience improvement projects and, more importantly, shows the impact of your improvements over time. In this talk you will see the construct of an approach that can help you make wise experience investments to stay ahead of the competition.
Shailesh Manga is Senior Vice President of User Experience at GfK and a driving force behind the organization’s service design practice. This practice is built on years of expertise refining the interactions between customers and organizations. This is a growing area of value to clients as they seek to understand a more holistic view of how people behave and interact with organizations.
Shailesh enjoys being creative with methods and taking on the challenge of multi-channel customer experiences. Having a commercial focus, Shailesh welcomes the challenge of coming up with pragmatic approaches that drive tangible business benefits for clients. Shailesh has a Bachelor of Technology (Optoelectronics) First Class Honors.