Optimise customer experience measurement

In most organisations, the marketing team measures conversions. The contact centre monitors self-service rates, FCR, and other efficiency metrics. And product teams track usage and engagement.

Each team measures and optimises interactions within its own channel to improve respective metrics. But this approach neglects your customers and their goals. And it often results in frustrating, disconnected experiences.

It’s time to change how we measure customer experience (CX).

Download the ebook to discover why measuring journeys transforms how to measure — and improve — customer experience. You’ll learn:

• The top three barriers to measuring CX and why traditional methods fall short
• What journey measurement is and how leading organisations succeed with it
• Four essential steps to get started with customer journey measurement