In this fireside chat, we'll cover: 


  • Which CX metrics and data sources you should focus on and why

  • How to layer and analyze your data to pull more accurate insights

  • Why this more contextual data can transform your customer experience

About Shep Hyken

Shep Hyken is a customer service and experience expert and a New York Times and Wall Street Journal bestselling author. Shep works with companies and organizations that want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he’s the author of 8 books, including his newest book I’ll Be Back: How to Get Customers to Come Back Again and Again. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset.

About Vasu Prathipati, CEO MaestroQA

Vasu Prathipati is the founder and CEO of MaestroQA - software that empowers managers to coach customer service agents.He grew up in San Diego, went to the University of Pennsylvania, and started MaestroQA (after a couple pivots) right out of school. He loves living in New York City for its colorful, high energy, and fast-paced lifestyle and enjoys spending free time with people who are passionate about their craft and curious about the world.