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Evolving Your CX KPIs for an Evolving Customer

 

NPS, CSAT, and FRT… all the traditional metrics we’re used to keeping a close eye on when evaluating the health and success of our customer experience and customer service efforts. But how do you truly quantify CX’s impact on your business? While NPS and CSAT are great leading indicators, CX teams need to be aligned with strategic business imperatives and track their success in influencing them.  

In this panel, you’ll learn from CX practitioners and CX technology leaders about how they see the future of CX measurement, and what you can be doing to implement that approach today.