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Schedule 2024

Pre-10: Alternative Thinking on CX Metrics

Jim Tincher  (Mapper-In-Chief, Heart of the Customer)

Date: Tuesday, October 22

Time: 12:30 pm - 3:45 pm

Pass Type: Standard + Workshop + Site Tour - Get your pass now!

Track: Maximize Productivity and Operations

Session Type: Workshop

Vault Recording: TBD

In this session, join Jim Tincher, CCXP, as he challenges conventional wisdom and shares insights on how to use non-traditional metrics to track and optimize the customer experience. You'll learn and discuss how to go beyond the typical metrics like Net Promoter Score and Customer Satisfaction and use alternative data sources to gain a more comprehensive understanding of key indicators to take your CX program to the next level of success.

Takeaway

Link to Business Value – Identifying seven common metrics to show the financial value of your CX program – and one to avoid.

Identify an Emotional North Star – In most experiences, emotions are the best predictors of customers' behaviors, so why not measure them?

Connect the Customer Ecosystem Data – Behavioral and Operational data are some of the best ways to measure the customer journey, and they're also how the rest of the business communicates; learn how to incorporate this into your CX measurement.