Articles
Tag: customer experience metrics
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3 Ways to Reduce Bias in Customer Survey-Based Data for Effective CX
When data is plagued by hidden biases from the way customer feedback is gathered, not even complex analytic tools can help us see what is really going on.
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20 Customer Experience Metrics Critical for Your Business
Tracking too many metrics bears the risk of experiencing diminishing marginal utility and losing sight of the big picture.
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Customer Experience Metrics Aren't Enough: Storytelling Is Your Superpower
Strong customer experience leads to business growth, but it’s up to CX leaders to tell the right story.
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Fix Broken Customer Journeys: 5 Solutions to CX Silo Issues
If one step in the customer journey is frustrating, this perception can ruin the overall experience.
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Courting Your Customers: Executive Sponsorship Is a Partnership
What's your executive sponsorship customer program look like? Here's one that rolled out, and here are the lessons learned.
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What Is Customer Satisfaction Score (CSAT)?
We explain customer satisfaction (CSAT) scores and what they mean for your business. Learn how to measure and improve these critical CSAT metrics.
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As Economic Headwinds Gather, Make Customer Experience Excellent
Deep customer insights are what will ultimately help inform exceptional customer experiences, a critical investment in tougher economic environments.
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How Has Pandemic Thinking Affected VoC?
A look at how the pandemic changed both consumer and business behaviors and how brands are updating their goals.
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How Call Center Analytics Drive Customer Satisfaction
With changing customer expectations, call center effectiveness is more important than ever. Which essential metrics and KPIs should you keep an eye on?
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How UX Design Customer Metrics Can Improve Customer Experience
User experience (UX) can have a big impact on customer satisfaction. Learn which UX design customer metrics you should keep an eye on.
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Put Your Things Together for an Awesome Customer Experience
Great CX requires customer-centricity in business processes and a lot of great data-driven execution.
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Ecommerce Metrics: Which Numbers Matter the Most?
Today's ecommerce marketers have a lot of data to look at. Which metrics matter the most? And are you focusing on the right ones?
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If Bad Customer Experience Were a Hit Country Song...
Forrester released findings from its CX Index 2022, and the news isn't all that great for CX leaders.
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What Are Intelligent Virtual Agents (IVAs)?
A guide to what intelligent virtual agents (IVAs) are, how they benefit customer service departments and how businesses are using them today.
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