article thumbnail

The Power of CX Experimentation: Turning Insights into Actionable Success

eglobalis

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. Related Article: Crafting a Global CX Strategy: Adapting to Diverse Markets Measuring the Success of CX Experimentation Traditional metrics have limitations.

article thumbnail

B2B CX – Strategy & Business Alignment

ECXO

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. Customer Effort Score (CES) Measures how easy it is for customers to interact with your company.

B2B 255
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

2022 Experience Trends: What Employees & Customers Think About Evolving COVID Safety Measures

InMoment XI

In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. But keeping up with quickly evolving employee and customer expectations is easier said than done. This is where InMoment’s newest report comes in. A Word About COVID.

Trends 370
article thumbnail

CX 2025: The AI Revolution That Will Leave Your Business Behind

eglobalis

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. As Eglobalis previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.

article thumbnail

Should Loyalty Metrics Be Reassessed Post-Pandemic?

The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Do loyalty metrics need to be reassessed?

article thumbnail

Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

Measure What Matters and Getting Clarity Traditional metrics often fall short in fully capturing the effectiveness of personalized CX strategies. Companies should expand beyond these conventional metrics and instead identify and track metrics that directly align with their unique business goals and customer expectations.

B2B 494
article thumbnail

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

ECXO

It encompasses customer retention, market competitiveness, and operational efficiency. ROI Indicators to Measure: Will the feature reduce churn or attract new customers? ROI Analysis: Calculating Value Beyond Costs A feature’s return on investment is not limited to direct financial gains.

Feedback 391
article thumbnail

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Have the drivers of customer experience changed? They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Do loyalty metrics need to be reassessed?