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Session 204: The New Generation of Customer Experience Metrics

Nate Brown (Co-Founder, CX Accelerator and Chief Customer Officer)

Date: Wednesday, April 22

Time: 11:30am - 12:30pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Revolutionizing the Customer Experience

Vault Recording: TBD

Audience Level: All

It's incredible to think about how much has changed recently in the customer experience and Voice of the Customer (VoC) space. New listening paths that go beyond traditional surveys and new technologies are providing a far higher quality and quantity of customer feedback data than ever before. Sadly, our ability to build compelling metrics using this data is often lagging. NPS is old enough to have its own driver's license, and CSAT has a passing correlation to loyalty. While these metrics certainly still have a place on our CX dashboard, we must challenge ourselves to modernize the way we collect, analyze, and report on customer data!

Join us to learn about:
• Building your listening paths to cover the end-to-end customer journey
• Collecting different types of customer feedback using new tools and techniques
• Enhancing your experience dashboard with customer engagement score, customer growth engine, ease of business, and other modern CX metrics