About Katie Monteith

Katie Monteith
Ottawa | Canada

SDGC18 Workshop Facilitator with Marie Serrano

Katie's workshop at SDGC18: Beyond NPS – why the ‘silver bullet’ CX metric misses the mark

Katie is a service designer and customer experience leader with a decade of experience building strong brands and compelling customer experiences for SMEs, NFPs and Fortune 500s across North America, Europe, APAC and Africa. As Director, Customer Experience, at PwC, she leads multi-disciplinary teams of researchers, designers, business analysts, and strategists to help clients leverage human centred design to create engaging, game-changing service experiences that both benefit the user, and create value for the business. Katherine holds an International MBA from IE Business School in Madrid, and a Bachelor of Design from York University and Sheridan College in Toronto.

Katie Monteith
Director of Customer Experience at PwC

Katie’s interest in Service Design

They say that “you deliver services the way you evaluate them,” yet most organizations lean on one-size-fits-all metrics, like ‘Net Promoter Score’ as the silver bullet metric to assess impact. To deliver more user-centered services and drive implementation, organizations must find new ways to translate user needs and behaviours into quantifiable and actionable measurements that demonstrate the shared value created. Spoiler: the answer is not NPS 2.0. In this interactive workshop we’ll discuss some of the measurement factors that organizations can use to assess service impact, and provide activities and tools to create their own shared value measurement framework.


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