GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Her mission is: To Create Fewer Ruined Days for Customers.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand.

Feedback 195

Feedback Effort Score Survey Customers 195

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points?

Tips 370

Tips ROI Metrics Touchpoint 370

ECXO

OCTOBER 5, 2023

During this presentation, participants will gain valuable insights about the Last Days of Surveys: Historical Context and Evolution of Measurement : Discover how AI revolutionizes Customer Experience (CX) productivity. Three Eras of CX Measurement : Metrics Evolution : Understand the three distinct eras of CX measurement.

Survey 380

Survey Net Promoter Score NPS Exercises 380

ECXO

NOVEMBER 19, 2023

Join the CX Professional Business Network at ECXO for more enriching presentations like this one! Holistic Customer Metrics for Actionable Insights 6. He is a board member at the Swiss design agency Vetica and co-owner of Customer Metrics AG, a company specializing in organizational metrics.

Customer Centricity 367

Customer Centricity Metrics NPS Leadership 367

InMoment XI

NOVEMBER 14, 2024

Reporting tools allow you to present these insights to stakeholders in a clear manner. This results in a vast amount of data that is then analyzed for patterns, sentiment, and engagement metrics. Common metrics include sentiment scores, the volume of brand mentions, and the share of voice (SOV) compared to competitors.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

DECEMBER 30, 2021

And they also answered a few questions from CX professionals throughout the presentation. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. To replicate this, companies must train their teams to effectively interpret and present data insights. But what truly drives loyalty in the B2B space?

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

InMoment XI

JANUARY 13, 2022

Before it’s partnership with InMoment, it took Chevron Federal Credit Union a few weeks to process survey data and present that information to front-line managers and employees. Now, case management allows for actionable responses within the same day a survey is submitted.

Case Study 370

Case Study NPS Survey Analytics 370

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Customer Bliss

MARCH 12, 2020

Each one of those product categories is going to present their math differently and roll up their red, yellow and green dots based on how they’re doing in their category. Unite Your Team with this Board-Level Metric. They need to be your partners, because ultimately what we want is for this number to be a board-level metric.

Measurement 289

Measurement Chief Customer Officer Metrics Video 289

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Omnichannel communication means more than just being present on multiple platforms; it’s about integrating those platforms into one unified interface to build an omnichannel customer experience.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

DECEMBER 15, 2022

However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below). Watch the full presentation here! Whether it be directly to you (via surveys) or indirectly (through review sites, social media, and the like), your customers are creating signals throughout their journey.

Trends 397

Trends How To Social Media Survey 397

AWS Machine Learning

OCTOBER 28, 2024

In this post, we present a framework to customize the use of Amazon SageMaker Model Monitor for handling multi-payload inference requests for near real-time inference scenarios. A preprocessor script is a capability of SageMaker Model Monitor to preprocess SageMaker endpoint data capture before creating metrics for model quality.

Metrics 109

Metrics Effort Score Report Training 109

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). While these metrics are not difficult to calculate, they’re not always intuitive to action. The survey should be presented to all stakeholders within the organization.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

InMoment XI

OCTOBER 23, 2024

Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. Part of the transformation enhanced retention and acquisition, along with improving key business metrics through its partnership with InMoment. It is a proven way of retaining customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

OCTOBER 20, 2022

The idea of simply “managing” metrics tells your business where you are and where you’ve been, not necessarily where you’re going. The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard! 3: Actions Speak Louder Than Words—Data Means Nothing Without Outcomes.

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. These metrics can help you drive transformative action within your organization. Customer sentiment is how a customer feels about a brand’s products or services.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

AWS Machine Learning

JANUARY 7, 2025

This blog post with accompanying code presents a solution to experiment with real-time machine translation using foundation models (FMs) available in Amazon Bedrock. Also note the completion metrics on the left pane, displaying latency, input/output tokens, and quality scores.

Effort Score 108

Effort Score Policies Knowledge Base Metrics 108

Lumoa

MAY 19, 2020

A business case is a detailed presentation that compares several options and makes a recommendation. Present your case. The final step of your business case is presenting it in a formal document. Some leaders prefer PDFs, while others use slideshows to present their business cases. Present your case. Assess risk.

How To 243

How To Multi-Channel Return on Investment Study 243

GetFeedback

APRIL 16, 2019

You should also track this metric over time because a sudden drop suggests that something has gone badly wrong. This applies to everything from your customer service to the way that information is presented on your website. If you were less than totally satisfied, what could we have done to serve you better? About the guest author.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

AWS Machine Learning

FEBRUARY 21, 2025

To address these challenges, we present an innovative continuous self-instruct fine-tuning framework that streamlines the LLM fine-tuning process of training data generation and annotation, model training and evaluation, human feedback collection, and alignment with human preference.

System 86

System Effort Score Metrics Training 86

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus.

Customer Experience 414

Customer Experience Social Media Analytics Chatbots 414

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. Boosting SEO and PPC Efforts 7.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. Key Metrics and Steps to Consider for Measuring ROI 1. Strategy First.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

AUGUST 17, 2021

What metric went up? CX meetings require thinking about the past, present, and future of the customer experience program. Check In: Review customer feedback and discuss any key customer experience metrics. . Set “alerts” for those minor changes in metrics to watch in future sessions. Start with a story. What went down?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Experience Investigators by 360Connext

JULY 20, 2021

93% of CX leaders surveyed by McKinsey reported using a survey-based metric as their primary means of measuring CX performance. Is there governance around how to best approach surveys and the methods in which they’re presented to customers? Serious investments are made into HOW organizations listen to customers.

Customer Journeys 361

Customer Journeys Social Media Survey Contact Center 361

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 90

Report How To Effort Score NPS 90

C3Centricity

APRIL 2, 2018

Lack of alignment on important metrics. Brand image and brand equity metrics. Besides measuring your chosen metrics, trends often mean more than the numbers themselves – in many markets the numbers will be going up anyway. Step 5: Once the metrics are agreed upon, turn them into a one-page summary or dashboard.

Handbook 275

Handbook Marketing ROI Social Media 275

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Spend some time highlighting what the metrics mean, and what your goals really are. Don’t forget to highlight the human side of what those metrics measure.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

AWS Machine Learning

MARCH 6, 2025

Current RAG pipelines frequently employ similarity-based metrics such as ROUGE , BLEU , and BERTScore to assess the quality of the generated responses, which is essential for refining and enhancing the models capabilities. More sophisticated metrics are needed to evaluate factual alignment and accuracy.

Knowledge Base 86

Knowledge Base Metrics System Policies 86

InMoment XI

AUGUST 19, 2024

Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives. It involves tracking several key metrics that reflect the effectiveness of your CX strategies.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

AWS Machine Learning

SEPTEMBER 6, 2024

This post focuses on evaluating and interpreting metrics using FMEval for question answering in a generative AI application. FMEval is a comprehensive evaluation suite from Amazon SageMaker Clarify , providing standardized implementations of metrics to assess quality and responsibility. Question Answer Fact Who is Andrew R.

Metrics 92

Metrics Effort Score User Experience Measurement 92

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207