Video: Building a smart index into your customer experience program

In this video post, Chris Travell, director of insights at MaritxCX explores the development of a blended or smart index as opposed to just looking at NPS or Overall Satisfaction (OSAT).

It has a number of benefits you may want to consider, especially when you combine it with an emotional component.

It’s important to consider the underlying behaviours when building an index, and a 'smart index' could help.

This article was originally published by MaritzCX