CX Conversation: Measuring Customer Effort

CX Conversation: Measuring Customer Effort

This month, our focus is on a popular CX metric–the Customer Effort Score (CES). Learn why CES should be an important part of your feedback gathering mix with our curated collection of top CX content: Customer Effort Score A Primer and Recommendations for CX...
CX Conversation: CX Metrics Essentials

CX Conversation: CX Metrics Essentials

Five Types of CX Insight You Should Have at Your Fingertips eTouchPoint You may have access to many CX metrics—but which ones are the most critical to track every day? To build an effective CX dashboard, you need a mix of metrics that reflect customer perspectives and...
CX Conversation: CX Metrics Programs

CX Conversation: CX Metrics Programs

How to Improve Your Baseline Customer Experience Performance eTouchPoint   Your baseline CX metrics provide a solid foundation for charting the evolution of your program over time.   These metrics help you understand how each step you take affects the customer...
4 Steps to Take When CX Survey Scores Decline

4 Steps to Take When CX Survey Scores Decline

Imagine your CX program has been moving along at a satisfactory pace for months. Your CX metrics are reliable–some peaks, some valleys–but nothing too concerning. Then something shifts. It may be sudden or gradual–but you recognize that your CX...
5 Types of CX Insight You Should Have at Your Fingertips

5 Types of CX Insight You Should Have at Your Fingertips

Choosing customer experience (CX) metrics that provide meaningful insights into how your organization is performing can be a difficult task.  While there are many metrics that can be included, the most effective strategy is to select metrics that provide CX insights...
7 Steps to Fix a Broken CX Metrics Program

7 Steps to Fix a Broken CX Metrics Program

On the surface, customer experience (CX) seems like an intangible concept. Even industry experts agree that emotions are the heart of experiences. Still, experts concur that establishing a CX metrics program is vitally essential for lasting success. A solid CX...
5 Small CX Actions That Can Yield Big Results

5 Small CX Actions That Can Yield Big Results

When done well, a mature Customer Experience (CX) program touches every corner of an organization. Companies less far along the CX path can find it challenging to contemplate that potential future. By selecting targeted, but small CX actions companies can achieve...