Most companies know they need to deliver an outstanding customer experience (CX)—or they risk losing customers and revenues. Fostering a customer-centric culture is on the must-do lists of many top organizations. Still, shifting from the legacy business mindset that...
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...
In a recent survey, 97 percent of CEOs stated that customer experience (CX) was critical to their firm’s success. And, while 91 percent agreed that they wanted their company to be a CX leader, nearly 40% were just taking first steps in CX. Many companies have a lot of...
