Customer metrics

Customer centricity

Cost of Living Impacts Customer Contact in Europe

Research launched by the European Contact Centre & Customer Service Exchange presents clear evidence that customer expectations, influenced by...

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Engagement

Measuring the impact of customer engagement

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Voice of the Customer

How CX leaders can master uncertainty

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Matt Watkinson and Neil Davey
Analytics

The challenges of customer lifetime value

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InMoment

NPSx and InMoment Announce Strategic Partnership

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Customer vulnerability: Guidance to practice

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Engagement

The myth of CX ROI that costs companies millions

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customer experience return on investment
Culture

5 ways finserv firms can prepare for Consumer Duty

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Data

My key performance indicators are not moving! Why?

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KPIs
Data

What Moneyball teaches us about customer metrics

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B2B

Net Promoter Score (NPS) Benchmarks

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Customer experience management

How to turn NPS detractors into promoters

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Customer metrics

When is a customer not a customer?

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Customer metrics

The gap between what you measure & what you do

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Loyalty

How to measure how much your customers trust you

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Loyalty

Poor CX leaders use NPS - but NPS isn't the issue

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Data

Measuring CX ROI is hampered by meaningless means

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ROI
Customer experience management

How can the jobs-to-be-done approach benefit CX?

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