Measuring CX beyond NPS: The essential guide to effective CX measurement



CX Network
04/09/2018

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Key metrics and methods for effective customer experience measurement – and how to quantify, monitor and enhance CX by taking a data-driven, journey-based approach.

In 2018, there is no more debate over the importance of customer experience; it makes or breaks the success of your business.

And yet, most companies today struggle to measure CX in a meaningful way and still rely on gut feel and qualitative data to prioritise decisions and gauge the satisfaction of their customers.

Net Promoter Score (NPS) is just scratching the surface.

In this comprehensive eBook, you’ll learn everything you need to know about effective CX measurement, including:

  • Why measuring and quantifying CX is so critical (and such a challenge)
  • 6 key CX metrics you should be using
  • Why and how to take a journey-based approach to quantify, monitor & enhance customer experience

 

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