Introduction to customer experience metrics

About the Webinar

95% of companies collect feedback, but only 10% deploy and improve their customer experience.

Deciding where to start when measuring Customer Experience can be overwhelming, even for those with years of experience. The first place to start is measuring your key CX metrics through collected feedback. But when it comes to a qualitative concept like CX, how exactly do you measure it? What kinds of metrics should be used?

In Part One of the webinar, David Hicks, CEO of TribeCX will share some common metrics that companies with successful CX programs use to evaluate and measure their customer experience.

You'll learn about:

CX metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES)

Choosing the most appropriate and valuable metrics, based on your customers and organization

Best Practices for measuring and managing your CX metrics