Establishing an effective process for benchmarking is invaluable to organizations. It helps you take the subjective and make it quantifiable. With benchmarking, teams can measure their customer experience, prioritize improvements, and tell the story of their impact.

In this session, you’ll learn how to:

• Define benchmarking and discuss the value that it can bring to your organization.
• Dive into the nitty gritty of benchmarking, discussing the process and procedures associated with high-quality benchmarking research.v
• Discuss your plans for analysis, synthesis and how to convey your findings and recommendations in an actionable and compelling way.
• Leave this session with an understanding of benchmarking, its value, and how to create a culture of benchmarking at your organization

About the speaker:

Margaret Williamson is a Principal Research Consultant at UserTesting. Previously she has served as a Senior UX researcher and a special education researcher & teacher. She is passionate about using her research skills and experience to help folks succeed by integrating customer feedback, behaviors, and needs at every stage of the design cycle and at scale.