Customer Relationship Metrics very own Jim Rembach, Customer Experience Professionals Association (www.CXPA,org) CX Expert Panel member, will speak at Measuring Customer Experience: 5 Frequent Issues and 5 Actions, (WATCH THE ON-DEMAND RECORDING) a Keynomics Webinar.
Measuring the customer experience correctly is the focus of most contact center leaders. Beyond just CX measurement we want to thrill our customers; go beyond just customer satisfaction. However many companies are struggling with their measurement programs and taking the correct actions necessary to improve the customer experience. A Temkin study says only 25% of Fortune 500 companies measure and take decisive actions. So now what?
Jim will share insights on 4 different CX measures with industry examples. He will reveal 5 common misconceptions and 5 specific actions to take to improve results. Co-presenter, Andrew Neff will highlight two relevant corporate examples of what worked … and what didn’t.
Webinar: Measuring Customer Experience: 5 Issues & 5 Actions
Follow the link above to watch the recording of this webinar where you’ll learn about:
- Leading Customer Experience (CX) Measures
- 5 Untold CX Issues That Need Fixing
- How It Impacts Agent Turnover and Hiring
- 5 Actions To Take to Boost Your Results