Journey mapping Metrics Surveys Workshop 
GetFeedback
AUGUST 14, 2019
Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. See the example below.
GetFeedback
JULY 19, 2019
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. This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Create your VoC feedback mosaic.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ProProfs Blog
DECEMBER 23, 2019
Maybe a couple of customer surveys. Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. Whereas for help desk, customer journey mapping becomes a piece of cake.
ClearAction
DECEMBER 27, 2017
” The Power of Workshops. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. They viewed these workshops as a pivot point to rise above preconceived notions of clients and the bank and employee roles. ” Strategic Focus.
Clarabridge
MAY 9, 2018
Workshop highlights included the importance of journey mapping (and all the several iterations this can take), how to best structure a CX team (from the C-suite to the front lines), how to engage key stakeholders and deliver them the right metrics in the right way, and how to tie metrics to business outcomes.
360Connext
FEBRUARY 9, 2021
According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis.
ijgolding
JUNE 9, 2015
Regularly reviews CX metrics and feeds back at all levels of the organisation. Designs and implements voice of customer programs (solicited through surveys, focus groups, communities, etc.). Uses journey mapping to improve most relevant moments of truth. COMPETENCY 5 – Metrics, measurements and ROI.
Expert insights. Personalized for you.
109 
Let's personalize your content