The ability to measure and track the progress of CX initiatives is desirable for any brand that is serious about enhancing customer experiences. With such a wide array of metrics to choose from, each with their own benefits and challenges, it can be difficult for CX practitioners to know where to start when it comes to developing an effective metrics strategy.
This guide offers key tips and advice from leading brands such as Sky, Oracle and Bayer to ensure that CX practitioners understand how metrics can be applied and analysed to offer an accurate view of CX initiatives. Access thought leading insights on which metrics are most powerful, common mistakes to avoid and what is required for building a holistic metrics strategy.
Download this guide to uncover:
- How Sky employ voice of the customer metrics to track CX initiatives
- Why your metrics strategy should not be short-sighted
- How establishing common KPIs can drive customer-centricity
- How to apply the right metrics to each stage of your CX management framework