Measuring Experience

Pros and Cons of CX Metrics

CX metrics - like NPS, CSAT or CES - utilize answers provided by customers to directed questions about their experiences with your brand. Yet, there are many issues with simply following these statistics blindly.

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Leveraging Digital Customer Support to Provide Exceptional CX

Forward thinking companies have shifted their business model to accommodate these new, digital, customer expectations.

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NPS vs CES: How to Tell the Difference Between "Delighting" Customers and "Making it Easy" on Them

Both the net promoter score and customer effort score are effective metrics for estimating customer loyalty. But which one should you be focusing on?

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