Cloud-based customer experience (CX) intelligence leader InMoment, in partnership with CX Network, hosted a thought leadership webinar titled, CX Metrics: Choosing and Implementing the Right Ones for Your Business. CX Network is the leading online resource for senior customer experience, service, insight, digital and marketing decision makers.
Human beings like to measure. Whether it’s knowing our weight, age and height, or calibrating our intellect, wealth or social status, we all like to know how we rank. CX has taken measurement and metrics to an entirely new level. From NPS, OSAT and Customer Effort Score, to Net Retention and First Call Resolution the ways to understand whether or not you’re headed in the right direction are nearly endless, which is part of the problem, the right metrics, however, thoughtfully calibrated and communicated properly, can make all the difference in CX pursuits.
In this webinar, Brennan Wilkie, a 15+ year veteran of customer experience who has worked with hundreds of top brands to implement and evolve successful CX initiatives, shares best practices, some fresh ideas to consider, and common pitfalls. Highlights include:
- How to avoid confusing a metric with a goal, and instead setting up the right framework to measure progress toward an outcome
- The key questions to ask when choosing the best metrics for your objectives
- Real-world lessons on what works, what to avoid, and how to recover
You can listen to this free recording here.
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About Brennan Wilkie
Brennan Wilkie, Senior Vice President, Customer Experience Strategy, InMoment, is responsible for the strategic direction counsel for InMoments top-tier clients, prospects, and partners. His more than 15 years of leadership in customer experience strategy includes the vision and content creation for world-class programs, unique consumer insights, and competitive differentiation.
InMoment„¢, the leading cloud-based customer experience (CX) intelligence platform, arms brands with compelling customer insights to drive high-value business decisions and relationships with both customers and employees. The companys industry-leading, data science-infused Customer Feedback Management platform, the CX Intelligence Cloud„¢ powers a full suite of Voice of Customer (VoC), Voice of Employee (VoE), and Employee Engagement solutions. InMoment provides innovative solutions and strategic support services to more than 425 leading brands across 95 countries. For more information, visit http://www.inmoment.com/.