Customer effort Events Journey mapping Metrics 
Quadient
JULY 25, 2022
One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints. What is Customer Journey Analysis? An alphabet soup of terms has emerged in the customer journey mapping arena.
CX Accelerator
OCTOBER 25, 2018
Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. The bottom line is there is no "magic metric." NPS still has value.
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GetFeedback
MAY 9, 2019
Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.
GetFeedback
JULY 19, 2019
It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Customer Effort Score (CES) .
360Connext
FEBRUARY 9, 2021
CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis. Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events.
360Connext
FEBRUARY 9, 2021
CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis. Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events.
delighted
MAY 4, 2021
When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). CSAT can be either a relationship or transactional study metric. So, which is best for you?
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