2018 CEM Measurement NPS 
CloudCherry
OCTOBER 25, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes.
CloudCherry
DECEMBER 1, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CloudCherry
DECEMBER 1, 2018
A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. The problem with all of this data being segregated is that businesses can’t access it for use in their CEM programs. Secondly, customer surveys only measure feelings and intent.
CloudCherry
NOVEMBER 13, 2018
A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. The problem with all of this data being segregated is that businesses can’t access it for use in their CEM programs. Secondly, customer surveys only measure feelings and intent.
CloudCherry
MARCH 19, 2019
“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success.
Experience Investigators by 360Connext
OCTOBER 9, 2019
Three common details C-Suite leaders overlook when discussing Customer Experience: #1: Using “Customer Experience” interchangeably with the metric used to measure it. CX measurement is not customer experience. The head of Customer Experience is really supposed to be the person who understands the CRM or CEM system the best.
Middlesex Consulting
MARCH 5, 2018
Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! This is the book that introduced the Customer Effort Score and proposed it as more useful than NPS©). Mr. Lee lives in Hong Kong and has been President of Global CEM for almost 17 years.
Expert insights. Personalized for you.
170 
Let's personalize your content