Support World Live is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Session 504: Debating Data: The Role of CSAT in the 21st-Century Support Organization

Nate Brown  (Co-Founder, CX Accelerator and Chief Customer Officer)

Andrew Gilliam  (Associate Analyst , HDI)

Location: TBD

Date: Thursday, August 6

Time: 11:30 am - 12:30 pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Optimizing the Support Organization

Vault Recording: TBD

Customer satisfaction (CSAT) is one of the most common support metrics. But it’s no longer the only metric support organizations should be tracking to paint a full picture of the customer experience. In today’s support and service environment, does CSAT still have the same value, or is it time to move on? In this session, two industry experts will discuss and debate the role of CSAT in the 21st-century support organization. Come with an open mind and be ready to weigh in!