2016 Contact Center Effort Score Roadmap 
Eptica
JUNE 17, 2016
Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. For example, CSAT scores show customer satisfaction while Net Promoter links to advocacy and brand reputation. I recommend agreeing the metrics early and also ensuring that everyone agrees how they will be measured.
SurveySensum
JULY 14, 2020
Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . LinkedIn : [link].
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