Are You Measuring What Matters in CX?

CX programs have a serious problem with metrics, but that can change.

Famously, measurement guides what you manage – but how do you know that what you’re measuring matters, especially in CX? We won’t sugar-coat it: You’re probably missing the mark. Replay our webinar, presented by Richard Owen, for some frank talk about metrics, and guidance on how to make sure they pack a punch. Engage in a critical examination of the metrics you use today, and hear about an outcome-oriented framework for evaluating the metrics that truly matter for your business and your CX practice.