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$75 billion in revenue is lost every year in the US alone due to poor digital experiences that destroy customer loyalty, according to research from Walker Information. It is no longer enough to compete on great prices and high-quality goods and services—you must create experiences that work flawlessly and delight customers.

But how can brands improve their offerings when user experiences are so subjective, and attempts to measure those experiences have historically been impossible?

eMarketer was pleased to moderate a Tech-Talk webinar presentation featuring Brandon Harris, assistant vice president of digital and innovation at PenFed Credit Union, and Noah Perlmutter, technical support analyst and quality assurance engineer at Decibel. They shared their secrets for managing and measuring brilliant digital experiences for sustainable results.

View the webinar to learn:

• How to measure the quality of online experiences
• How to identify why you’re losing customers
• How to align your team and processes for maximum ROI

PRESENTERS

Brandon Harris is assistant vice president of digital and innovation at PenFed Credit Union. Brandon has crafted products and experiences for prominent brands in several industries including Microsoft, USA Today, Booz Allen Hamilton, PenFed Credit Union, The New York Giants and Jets, the YMCA and many others. He specializes in enterprise strategy, digital transformation, omnichannel experience, user experience (UX), brand experience, customer insights, customer experience and more.

Noah Perlmutter is a technical support analyst and quality assurance engineer at Decibel. He has experience building web applications, and teaching at a university-level. His work is data-driven and results-led and he is well-versed in various web technologies and languages, including Node, React, JavaScript, HTML, CSS, and Java.