Sometimes you go to the conference or event to hear the speakers.
In other cases people will say they go for the networking opportunities.
Never have I heard anyone say they went to an event to hear what was said during the audience Q&A.
As an occasional speaker and event host myself, I can tell you that getting the audience to ask questions is sometimes like pulling teeth, which is why I always have a few questions up my sleeve just in case.
When questions or comments do come, they’re often off-topic, too narrowly focused or build off a minor point the speaker made.
During a recent local CX Professional Association (CXPA) chapter meeting here in Toronto, however, I was surprised by the quality of the Q&A portion — so much so I wanted to share some particularly great comments on CX metrics.
The speaker, John Dumo, is the director of CX at a technology firm called Softchoice, and he asked the crowd if they had any thoughts on what key performance indicators (KPIs) are commonly overlooked in customer experience design.
I expected to hear crickets chirping. Instead, there were hands almost immediately raised (although some of the speakers identified themselves, I’m keeping them anonymous given that they probably didn’t know a member of the media was there.).
One attendee noted that, in a digital-first world,