The 8 metrics that CX practitioners should track to measure success

It’s time to stop guessing and start measuring the metrics that truly matter for your CX team. Join us for this webinar to dive into our latest playbook, Decoding CX Metrics.

We will explore top metrics your CX team should track to drive learnings that can elevate your customer experience.

We’ll cover 8 metrics broken down into 4 main categories:

• Customer Satisfaction
• Customer Churn
• Customer Support Efficiency
• Self-Service

Attendees will learn:

• The CX metrics that matter: Discover metrics that help you measure and improve team performance and enhance customer satisfaction. For each metric, we’ll review actionable steps for measurement and improvement. Key metrics covered include Net Promoter Score, Ticket Deflection Rate, Customer Satisfaction Score, and five others.
• Overlooked metrics for increased performance: Learn about the “unsung hero” metrics—the ones that often go unnoticed yet significantly improve customer experiences. Metrics like Cost Per Resolution, which, when tracked over time, reveal the impact of new strategies on support operation costs. And metrics like Knowledge Base Usage, which highlight how effectively customers use self-service channels. We’ll cover definitions, measurement methods, and success benchmarks.

Speakers

Deon Nichols
Co-founder & CEO
Forethought

Deon Nicholas is the CEO and Co-Founder of Forethought, the human-centered generative AI suite for customer support.. Forethought has raised $90M+ in venture capital, was recognized as one of G2’s Best Software Products for 2023, was named to CNBC’s 25 Top Startups for the Enterprise in 2022, and won TechCrunch Disrupt in 2018. Before starting Forethought, Deon built products and infrastructure at Facebook, Palantir, Dropbox, and Pure Storage.

Lindsay Fifield
Director of Customer Success
Forethought

Lindsay Fifield currently serves as the Director of Customer Success at Forethought since July 2021, previously holding the position of Enterprise Customer Success Manager. Prior to this role, Lindsay was the Head of Customer Success at LogiGear Corporation from January 2020 to July 2021, where the company specializes in software testing technologies and services. Lindsay holds a Bachelor of Science in Psychology and a Bachelor in Business Administration with a focus on Marketing from the University of Oklahoma, completed in 2006.

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