Episode #8 CX Measurement - The Heart Of CX Improvement

from Talking CX · host talkingcx

At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are doing, use that to drive insights and act on it. Find related resources here

Episode metadata supplied by the publisher feed · Published Sep 13, 2020

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You cant improve what you dont measure and you cant understand if you cant listen. Graham and Robin discuss the importance of measurement in delivering world class CX. Listening to your customers, analyzing what they tell you for insights and acting on it whether in immediate response or informing systematic improvements. Hear how Voice of Analytics (VoA) is transforming Voice of Customer (VoC) feedback and the importance of Operating and Financial metrics in truly delivering CX leadership. Resources CX Tech, VoC, EFM & CX Analytics Selection Guide

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Episode #8 CX Measurement - The Heart Of CX Improvement

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This episode is 33 minutes long.

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This episode was published on September 13, 2020.

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