CX dashboard Archives

The Confidence Question – Do We Really Need Another Metric?

by Sue Duris in Analytics, Customer Experience, Metrics, net promoter score 0

I had a boss years ago who had a fetish for change. He wanted to change things that in his mind weren't working. There's no problem with change. Change is good. It's good to clear out the old to make way for the new. In fact, this is an idiom that Steve Jobs used on [...]

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How to Build a CX Dashboard That Drives Results

by Sue Duris in Customer Experience, Metrics 28

Improving your customer experience (CX) requires more than just listening to your customers. You must understand your data and what is behind the numbers before you can take action to optimize the CX. The old management adage, you can't manage what you don't measure, applies very well here. In a 2016 study conducted by Forrester, [...]

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