Five Types of CX Insight You Should Have at Your Fingertips
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 employee performance.
Visit our blog for expert tips on 5 mission-critical metrics you need at your fingertips.
7 Steps to Fix a Broken CX Metrics Program
CX practitioners agree that metrics are essential to tracking CX progress. However, a haphazard approach to measuring performance can pose a hazard to any CX program.
Our blog details a seven-step process from Forrester that you can apply to build a CX metrics program that works
Customer Feedback Survey Response Rates
When organizations ask their customers for feedback, they are lucky to get a two percent response rate. With such low numbers, these companies struggle to learn about or improve their CX practices.
How can you get your hands on more CX feedback? CX expert Adrian Swinscoe shares five proven practices.
4 Requirements for Linking CX to ROI
Research shows that today’s customers want a connection with brands. They seek out meaningful and memorable experiences—not just the right products at the best prices. Successful companies understand this and aim to foster engagement with customers–which can help drive conversions and build lasting loyalty.
Read on for four strategies to link CX and ROI.
Author: Connie Harrington
Connie is a content strategist and serves as managing editor of the eTouchPoint blog. Possessing 15+ years of international experience across five continents, her focus areas include: customer experience management, customer contact management, communications planning, content marketing, email marketing, and employee engagement. Previously, she held marketing and communications leadership positions at CGI, Mindwrap, and TEOCO. She earned a B.A., cum laude, from the College of William and Mary in Virginia.