An effective CX metrics program enables organizations to unify the entire organization — marketing, service, IT and more — around a common goal. Such a program enables organizations to identify overall trends, as well as opportunities for improvements, prioritize improvements and track progress. Temkin Group has identified five steps an organization must go through to create a strong CX metrics program:
- Determine a Core CX Metric
- Set Achievable Goals
- Identify Key Drivers
- Establish Key Driver Metrics
- Make the Suite of Metrics Actionable
Join this webinar and learn practical advice in adopting these steps from Bruce Temkin, CCXP, a world-renowned analyst and expert on CX. You will also hear from Cyara, about the unique approaches their customers are using to identify highly actionable insights to improving their CX, even weeding out bad experiences before they happen.