The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)
Experience Investigators by 360Connext
FEBRUARY 6, 2024
Let’s look at the common CX metrics to understand how they are helpful, as well as explore why an abundance of data can sometimes be an innovation blocker. NPS measures how likely a customer is to recommend a brand to someone else (friends, family, colleagues). Many organizations don’t execute NPS in a way that gains the best results.
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