Shout out to Paul Robinson for this month’s Lightning Talk on “Using Data Driven Insights to Improve Agent Quality”! This presentation explores how to effectively QA your customer journey with both qualitative and quantitative data.

Paul is the President of CX Solutions Consulting, with prior experience as the Head of Client Experience at Texas Capital Bank and VP of Customer Experience at Citibank. As a certified CX professional (CXPA), Paul is also an accomplished author and guest speaker, having contributed to events such as the Horizons CX Conference and the Qualtrics Client Spotlight.

Check out the Lightning Talk to discover the quality of your customer journey and how to find data-driven improvements!