In recent interviews with customer experience executives, 87% of participants said it is essential to have relevant customer experience data to study if they want to see improved outcomes. However, 77% of those executives did not make full use of the data they already had when making decisions. Learner service and recruitment interactions produce a tonne of data. Since implementing their learner service center in 2016, the University of Toronto, School of Continuing Studies staff have created more than 150,000 support tickets and updated these tickets over 890,000 times.
This webinar will outline how the University of Toronto, School of Continuing Studies is using Lx data to fuel improvement. They will share their learner experience vision, Lx metrics framework, and provide examples of how they have bridged the gap between collecting millions of data points and used this information to help keep things running smoothly, as well as how they equipped managers to innovate their learner and front-line staff experiences.
Moderator: Kristin Mulligan, Manager, Professional Development & Partnerships at Athabasca University
Presenter: Steve Boyle, M. Eng, Director of Operations and Information Technology Services at the University of Toronto, School of Continuing Studies
CAUCE Community of Practice: Leadership and Program Management
Date: January 21, 2020, 1:30 pm - 2:30 pm EST