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Q&A From My CXPA Webinar: From Journey Mapping To Journey Management

Kerry Bodine

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. And for more on this subject, I suggest checking out these two additional posts: Quant Data, Qual Data: Use Just One To Derail Your CX Efforts.

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The Complete Guide to Mastering Contact Center Analytics

InMoment XI

It’s not merely a collection of statistics or a dashboard of metrics. Metrics that Matter: Tracking Contact Center Performance Key Performance Indicators (KPIs) In the vast ocean of data, KPIs emerge as the lighthouse, guiding businesses safely towards their desired destinations.

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Unleash the power of CX metrics with feedback analytics

Thematic

doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Why should businesses analyze CX metrics? CX metrics aren’t just measures that marketers use to sound clever.

Metrics 117
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5 Best Experience Management Metrics

ClearAction

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.) An equivalent metric can be monitored for EX and PX: cycle time and value.

Metrics 62
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Optimizing the Customer Journey with Digital CS Metrics

Gainsight

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105
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Webinar Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies

Education Services Group

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Madeline Evans (ME): My recommendation would be to prioritize your health scores and usage KPIs. Watch it here if you missed it!).

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How to Launch the Best Voice of the Customer (VoC) Program

GetFeedback

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Communicate how you will measure success. Net Promoter Score (NPS). These champion leaders need to understand what the investment is worth.