Introduction to customer experience metrics

Hosted On: Thursday, July 13, 2017

About the Webinar

95% of companies collect feedback, but only 10% deploy and improve their customer experience.


Deciding where to start when measuring Customer Experience can be overwhelming, even for those with years of experience. The first place to start is measuring your key CX metrics through collected feedback. But when it comes to a qualitative concept like CX, how exactly do you measure it? What kinds of metrics should be used?


In Part One of the webinar, David Hicks, CEO of TribeCX will share some common metrics that companies with successful CX programs use to evaluate and measure their customer experience.


You'll learn about:


CX metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES)


Choosing the most appropriate and valuable metrics, based on your customers and organization


Best Practices for measuring and managing your CX metrics


About The Speakers


Vivek Bhaskaran
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Vivek Bhaskaran
CEO QuestionPro
Vivek Bhaskaran is the CEO of QuestionPro, one of the industry's leading providers of web-based research technologies. In 2008, the company made Inc. magazine's list of the fastest-growing private companies, ranking 172nd overall and 25th among business-service providers.
David Hicks
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David Hicks
CEO TribeCX
David Hicks began his Customer Experience expertise leading the largest international CX consulting business for 12 years, taking it from a start-up to a global player with a Fortune 500 client base. He has worked internationally with over 300 organizations across all industries including telecommunications, finance, retail, publishing and technology. David's experience makes makes him the ideal practitioner and leader in Customer Experience.