Measurement

Why you need more than NPS to drive CX excellence

Published on: November 12, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

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?

How to write the perfect RFP for your customer experience project

Published on: August 22, 2018
Author: Neil Cox - Account Manager

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...

Measuring the customer experience: three key considerations

Published on: June 12, 2018
Author: Taoufik Massoussi - Product Manager & Head of AI

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?

How to build a business case for a CX technology project

Published on: August 09, 2017
Author: Pauline Ashenden - Marketing Manager

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.

Measuring customer happiness

Published on: February 04, 2014
Author: Eptica

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...