Organizational success starts with being able to measure the right customer experience (CX) metrics. Identifying where and ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for ...

We’ll explore why NPS is often misaligned with B2B needs and why B2B organizations need to look beyond NPS for a deeper ...

These metrics go beyond just product usage data ... actively leverage the Pulse insights to drive action and customer experience improvements across the business. 5. Net Promoter Score (NPS ...

As organisations embrace the ubiquity of digital, they are completely reshaping the customer and employee experience When ... and prove that they met their metrics exactly when they said they ...

These metrics do not align with the goals of digital transformation, which are often focused on innovation, customer experience, and revenue growth. These metrics are for a “run the railroad ...

teams must find the connection between experience data and operational metrics like average customer spend, then demonstrate how increases or decreases in the core experience metrics impact those ...

Making this first experience one that satisfies or even delights the customer reinforces ... materials so that customers are at least satisfied and hopefully delighted in relation to their ...

By Robert DZATO …From service to experience, how do your customers feel about your brand? In today’s highly competitive business landscape, providing exceptional customer experiences has become a ...