CX University

NOVEMBER 21, 2023

CX University (CXU) has completed a full internal audit of its course content to ensure all information is updated to meet standards of excellence and relevance. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Course 52

Course Roadmap Conference ROI 52

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. all the metrics your CEO and CFO care about) and set the context for their usage. all the metrics your CEO and CFO care about) and set the context for their usage.

Metrics 98

Metrics Course Customer Success NPS 98

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. Since all CXU courses are available completely online, learners can access them anywhere and at any time.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

ijgolding

DECEMBER 4, 2017

Yet how useful is NPS really, unaided by any other metric, as an effective way of assessing an organisation’s appeal to its customers? Identifying specific customer needs and wants is extremely difficult to achieve through NPS, for the simple enough reason that these are not what NPS measures.

Metrics 256

Metrics Net Promoter Score NPS Measurement 256

InMoment XI

JULY 12, 2022

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Of course not.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

SurveyGizmo

DECEMBER 27, 2022

If you’re not tracking metrics, analyzing them, and tweaking your app accordingly, you’re missing out on potential optimizations that could dramatically improve customer experience. We’ve compiled a comprehensive list of the most popular KPIs that mobile app developers are using to measure (and solidify) their apps’ success.

Metrics 52

Metrics Measurement Social Media Course 52

ReviewTrackers

JUNE 24, 2019

To start with, however, it’s great to have an idea of how exactly one measures online reputation. That’s why we came up with this list of key metrics that you might want to look out for and monitor as you work towards establishing and enhancing your presence on the Web. Google PageRank. Bookmarks and RSS feeds. Klout Score.

Metrics 75

Metrics Measurement Social Media Course 75

InMoment XI

MARCH 3, 2022

Truth #1: Stagnant Programs Are Only Measuring and Managing Experiences. Many businesses keep tabs on endless amounts of metrics. But measurements are not outcomes. You see, measuring and managing is one thing—actual improvement is another. Of course, today’s experiences are crucial. But so is every future one!

Fashion 493

Fashion Government Measurement Voice of Customer 493

Gainsight

OCTOBER 10, 2023

That said, the current use cases primarily revolve around a handful of core functions: chat-based support, measurement, and content. Measurement: Instead of sifting through reporting, AI tools will show relevant metrics on learner-level engagement and content impact. That level of innovation is right around the corner.

Course 52

Course How To Healthcare Transportation 52

Zeisler Consulting

FEBRUARY 4, 2021

Y’all know I’m a big fan of metrics. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. So yea, I dig numbers.

Metrics 81

Metrics Contact Center Measurement Insurance 81

Zeisler Consulting

OCTOBER 15, 2020

You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. Lag measures are just another term for KPIs or output measures.

Measurement 72

Measurement Metrics Effort Score Contact Center 72

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

ReviewTrackers

AUGUST 13, 2018

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. Customer Satisfaction Metrics: What For? Of course, consistently and effectively measuring customer satisfaction will also help your company turn happy customers into loyal ones.

Customer Satisfaction 146

Customer Satisfaction Metrics Net Promoter Score Effort Score 146

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Let’s say you have an agent with consistently good AHT measurements. Of course, there are exceptions to the rule, but as you dig into your customer experience metrics, don’t neglect to peel back all of the layers of the onion. Great, right?

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. What is it?

Metrics 200

Metrics Company Net Promoter Score NPS 200

SurveySensum

FEBRUARY 27, 2024

But how do you improve it for your company – BY LISTENING TO THE VOICE OF YOUR EMPLOYEES (with the help of a robust employee feedback tool , of course!) But first thing first – measure their satisfaction and engagement levels with employee engagement surveys. How to Measure Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Complex calls take longer, of course. Customer care center metrics in the era of self-service clearly require a different approach.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. This makes customer loyalty a metric as well as a concept.

Loyalty 110

Loyalty Net Promoter Score Measurement NPS 110

Education Services Group

SEPTEMBER 15, 2020

Marketers regularly rely on email metrics because that data tells them who is ready to move down the funnel, and maybe even talk to a salesperson. Email metrics serve as customer engagement metrics, which are incredibly powerful predictors of churn. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Customer Engagement Measurement Engagement 52

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Let’s say you have an agent with consistently good AHT measurements. Of course, there are exceptions to the rule, but as you dig into your customer experience metrics, don’t neglect to peel back all of the layers of the onion. Great, right?

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

CX Centric

APRIL 4, 2023

In this article we explore the results specifically related to Measurement and Performance which is one of the eight principle domains of the CCMM Model. Focusing on Measurement and Performance enables an organization to understand how profitable its efforts are, as well as the value it delivers to its customers and other stakeholders.

Customer Centricity 52

Customer Centricity Measurement Report Course 52

Totango

MAY 14, 2021

There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Because customer health score is a complex metric, calculating it involves an advanced algorithm. Customer retention is the keystone in any customer success strategy.

Customer Retention 65

Customer Retention Metrics Effort Score Net Promoter Score 65

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Lumoa

JANUARY 15, 2024

Of course, chatbots can’t answer every query. Setting the Right Metrics and Measuring ROI There’s no point investing in new technology and systems if you have no idea whether they will provide ROI. Look at a range of metrics and KPIs, both in terms of the customer experience and basic ones such as conversion rates.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Measurement 118

Measurement Effort Score Customer Experience Data 118

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

CSM Magazine

JULY 25, 2022

Data is the driving force behind business decision-making, but if you’re not looking at the right metrics, you could be missing out. Of course if you’re still early in your journey, ad spend can outstrip revenues while you build a reputation. This is a more nebulous metric, and one which is made up of several different components.

Metrics 59

Metrics Measurement Employee Engagement Sales 59

CSM Magazine

AUGUST 22, 2022

This guide offers a guide on critical incident management your organization should track and other critical metrics for ITIL. Critical ITIL KPIs and Metrics. Besides tracking, you will need to implement a practical solution to solve problems identified by the metrics. Here are key ITIL KPIs and metrics.

Metrics 52

Metrics Management Measurement System 52

Totango

NOVEMBER 21, 2019

There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you.

Customer Satisfaction 91

Customer Satisfaction NPS Metrics Net Promoter Score 91

Inbenta

MARCH 6, 2020

We have seen the trends and uses evolve and while user expectations in terms of interactions and conversation have changed significantly, performance metrics have remained quite constant. Therefore, we have gathered the top 10 key metrics to monitor when measuring your chatbot’s performance. User experience metrics.

Chatbots 106

Chatbots Metrics Self Service Abandon Rate 106

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. However, hiring more agents isn’t always the best course of action. First Response Time.

Net Promoter Score 102

Net Promoter Score Measurement Effort Score Chatbots 102

delighted

JULY 13, 2022

Below, we take a closer look at what customer loyalty is, why it’s important, how to measure customer loyalty, plus our tips for keeping your customers loyal for longer. You can’t change what you don’t measure, and that certainly applies to your customer experience. How do you measure customer loyalty? What is customer loyalty?

Loyalty 88

Loyalty Measurement Customer Experience Net Promoter Score 88

ProProfs Chat

DECEMBER 26, 2019

Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. . However, there are some ways of measuring customer experience that can be more effective than others? What is Customer Experience Measurement?

Measurement 90

Measurement Customer Experience Effort Score Net Promoter Score 90

Help Scout

SEPTEMBER 7, 2021

In this post, we’re going to explore the critical difference between customer satisfaction and customer service quality, and then we’ll show you, step-by-step, how to build an effective system for measuring the quality of the service experience you are delivering to your customers. Step 1: Define customer service quality for your company.

Measurement 118

Measurement Tools Customer Service How To 118

delighted

JUNE 29, 2021

One reason is that Quibi began right when the COVID-19 pandemic was at its pinnacle: consumers were working from home or unemployed due to social distancing measures. We’ll talk about the metrics which can be used to determine a successful/unsuccessful product/market fit a little later on. How to measure product/market fit.

Measurement 95

Measurement Net Promoter Score Marketing How To 95