57. Shifting from Moment-in-Time Metrics to Real-Time Analytics
Update: 2020-05-18
Description
On this episode of CXNext, I continue my interview with Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In this second part of our three-part conversation, we discussed a shift in metrics from moment-in-time metrics to more real-time analytics, and how can you better drive your organization forward.
What we talked about:
- Why things like health engagement scores and C-SAT are better ways to look at how you measure success in the world of customer experience
- How to transition from focusing on operational cost management into customer value, customer relationship, and customer centric data
- What works when tying contact centers into lifetime value
- How to build metrics to tell your brand's story in a constructive way
- ...And what changes you can make to create productive dialogue between agent and customer.
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