The 8 metrics that CX practitioners should track to measure success
Join this webinar for expert tips from Forethought's latest CX playbook, Decoding CX Metrics
Discover the 8 essential metrics you should measure to understand the impact of CX
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
David Tull
Support Operations Manager
Babylist
David Tull is an accomplished team leader and performance manager with expertise growing and developing new and existing teams and cultures. Passionate about developing and strengthening individual talents and skills to foster proactive customer and user experience, David strives to improve employee satisfaction and personal development, and produce measurable results that meet and exceed organizational objectives. David is also an active community leader and professional actor and educator.
Deon Nicholas
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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