Sessions:
In today's competitive market, customer experience is a critical differentiator, especially for Managed Service Providers (MSPs). While traditional metrics like Customer Satisfaction (CSAT) and Net Promoter Score (NPS) are widely used, Customer Effort Score (CES) is emerging as a powerful tool that goes beyond satisfaction to reveal how easy—or difficult—it is for your customers to interact with your services. Understanding and optimizing CES can be a game-changer in reducing churn, increasing loyalty, and improving overall service delivery.
This session will provide a comprehensive overview of CES, exploring its significance in the MSP landscape and why reducing customer effort is crucial for long-term success. Attendees will learn how CES differs from other customer experience metrics, how to accurately measure it, and most importantly, methods to integrate CES into your regular customer experience strategy.
Whether you’re looking to improve customer retention, increase operational efficiency, or simply provide a better customer experience, this session will equip you with the knowledge and tools to harness the power of CES. Join us to discover how understanding and optimizing customer effort can elevate your MSP services to new heights.
Vikram Kanitkar
Vikram is the Chief Product Manager for TeamGPS, a new (add superlatives) product being introduced by ITBD. Vikram is a very recent addition to the ITBD leadership team.
Vikram has spent about 20 years a professional, building products in the education, fin-tech and non profit world. Vikram has an insatiable drive to make things better. He believes in using empathy and user focused design to build products that wow the customer. He excels in developing product strategy and working with his teams to execute the vision of the product.
While not working to build exciting products, Vikram likes to hang out with his family, experiment with cooking and go on road trips on his motorcycle.
Sessions:
In today's competitive market, customer experience is a critical differentiator, especially for Managed Service Providers (MSPs). While traditional metrics like Customer Satisfaction (CSAT) and Net Promoter Score (NPS) are widely used, Customer Effort Score (CES) is emerging as a powerful tool that goes beyond satisfaction to reveal how easy—or difficult—it is for your customers to interact with your services. Understanding and optimizing CES can be a game-changer in reducing churn, increasing loyalty, and improving overall service delivery.
This session will provide a comprehensive overview of CES, exploring its significance in the MSP landscape and why reducing customer effort is crucial for long-term success. Attendees will learn how CES differs from other customer experience metrics, how to accurately measure it, and most importantly, methods to integrate CES into your regular customer experience strategy.
Whether you’re looking to improve customer retention, increase operational efficiency, or simply provide a better customer experience, this session will equip you with the knowledge and tools to harness the power of CES. Join us to discover how understanding and optimizing customer effort can elevate your MSP services to new heights.
