Education Session

Three Mistakes in Measuring the Customer Experience and Why Customer Engagement Matters
Friday, June 16, 2017 09:45AM - 10:45AM

The customer experience is how your customer perceives your brand — an emotional connection — not something you can control. However, you can help shape the customer experience into a positive one through strategic engagements. When your company provides an exceptional customer experience and fosters great customer engagement, your clients become raving advocates and loyal customers. You create a sticker client that then drives higher retention. In a marketplace with rising competitive pressures, this topic becomes a vital one. In this session, you’ll learn:
  • The top misconceptions when measuring the customer experience and why traditional customer service is an individual effort
  • The right way to collect feedback and measure the customer experience
  • How to define your own intended customer experience and keep it consistent throughout all your customer touch points
  • How next-gen products and cloud-based monitoring services can help you transform your engagement and increase value



Michael Jagger
Mike founded Provident Security Corp. in 1996 using a $500 Mastercard. Provident has since grown to become Vancouver’s largest full-service security firm while remaining completely independent. Provident provides integrated system design, installation, service and monitoring. Most importantly, Provident offers North America’s only guaranteed five minute alarm response time. When a client alarm trips, Provident guarantees to be at the door within five minutes, 24 hours a day.

In 2001, at age 26, Mike was recognized by Business in Vancouver magazine as the youngest ever recipient of their 40 under 40 award. Provident has been recognized three times as one of the 25 Best Places to Work by BC Business Magazine as well as 'Installer of the Year' by Security Sales & Integration Magazine.

Provident has been featured in more than 700 media stories including the New York Times, USA Today, the Globe & Mail, National Post and Fortune Magazine.

Provident has offices in both Vancouver and Whistler, British Columbia.

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