Customer experience (CX) is critical to business success, meaning measuring customer satisfaction levels is vital. While brands often use Net Promoter Score (NPS), it only goes so far – what are its limitations and how can you go beyond them?
Choosing the right customer experience platform for your company starts with a comprehensive, clear Request for Proposal (RFP). Here’s what you need to include in order to drive future CX success...
Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. But with over 100 commonly used metrics for measuring CX, how do you ensure you are covering all the bases when tracking CX performance?
Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. But any investment in new technology will be competing against multiple other disciplines for budget and management time. Building a strong business case is therefore essential.
There’s widespread agreement that customer satisfaction is vital to every organisation. A Gartner poll found that 80% of executives thought it was more important than three years ago, with 95% seeing it as the key way of differentiating from competitors. Where there’s less togetherness is how you measure the customer experience. For example, many of the traditional metrics used...