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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270
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The Essential Chatbot Success Metrics

Comm100

To understand how effective chatbots can be, there are several chatbot success metrics you need to track. With that in mind, in this article we’ll break down the top chatbot performance metrics that you should pay attention to, starting with the staple chatbot metrics and then moving onto the more technical chatbot metrics.

Chatbots 246
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Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 145
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How to Use CX Metrics to Find Bottlenecks to Product Led Growth

InMoment XI

Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable.

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How Do You Measure the Success of Enterprise Learning?

Download this Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals white paper to discover the metrics you can track to prove ROI in each of these critical areas.

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The Complete Guide to User Experience Metrics

GetFeedback

Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts.

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Is the Net Promoter Score Metric Outdated?

Retently

That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. After all, you’re in the “customer satisfaction bubble” — an awareness of customer satisfaction metrics and tools you’ve gained from using them frequently. The key takeaway?

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The 2023 Customer Experience Management Value Index

In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index. Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

She’ll explore how to pinpoint, measure, and attain benefits such as increased revenue per customer, call reduction, reduced attrition, referral growth, and reduced cost-to-serve through CX improvements, all while actively engaging your customers.

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Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

Do loyalty metrics need to be reassessed? CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Have the drivers of customer experience changed?

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Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance. What the best practices are for tracking and proving customer value.

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Make Your Customer Experience As Great As Your Products

Prior to working with Concentrix, Fastly faced many of the common challenges B2B organizations encounter when using a “do-it-yourself” VOC software platform: A heavy focus on reporting and brand-level metrics––with minimal changes and improvement. Inability to parse out high-value accounts and prioritize action accordingly.

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Best Practices for a Marketing Database Cleanse

This buyers guide will cover: Review of important terminology, metrics, and pricing models related to database management projects. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

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Community KPIs: Easier Than You Think!

Speaker: Carrie Melissa Jones

Join us to learn: The 3 types of metrics you need to track. On December 7th at 12 pm EDT, Carrie Melissa Jones will walk you through a practical method for determining KPIs to showcase your impact—whether to yourself, your team, your boss, or your board. The key mindset shift needed to identify the best KPIs for your community.

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Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

It is hard to correlate loyalty metrics with business results. NPS and Loyalty are the new shiny. Companies are investing millions in improving CX. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes.