{"id":425720,"date":"2022-03-17T03:09:05","date_gmt":"2022-03-17T10:09:05","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/beyond-nps-cx-measurement-reimagined"},"modified":"2022-03-17T04:56:54","modified_gmt":"2022-03-17T11:56:54","slug":"beyond-nps-cx-measurement-reimagined","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/beyond-nps-cx-measurement-reimagined","title":{"rendered":"Beyond NPS: CX-Measurement Reimagined"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">Live Webinar<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Beyond NPS: CX-Measurement Reimagined<\/h1>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]<strong>We\u2019re in an experience economy where a people-centric, empathetic approach is the only way to create a sustained competitive advantage. As the focus on experience grows, we predict a meaningful rethink of CX measurement will be essential to delivering lasting trust and loyalty \u2014 from customers and employees.\u00a0<\/strong><\/p>\n<p><span data-contrast=\"none\">The world for which CX metrics were developed has evolved. It\u2019s time to rethink the measurement of customer success. Leading organisations are already moving beyond current CX metrics by seeking to truly understand the customer experience at every moment that matters. They\u2019ve got one key question in mind: Are we delivering a great experience consistently along the customer journey?<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Genesys, partnered with Harvard Business Review Analytic Services, share<\/span><span data-contrast=\"none\">s<\/span><span data-contrast=\"none\"> why NPS is no longer enough and what\u2019s next for CX metrics.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Join us to gain insights on why:<\/span><span data-ccp-props=\"{&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:160}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"none\">CX leaders are rethinking strategies for measuring the customer experience\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Identifying the metrics that drive both customer loyalty and financial performance is essential \u2013 and how measuring employee experience plays a crucial role<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Bringing in expert voices builds credibility for rethinking customer success metrics<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">And much more<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>Get the associated <a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/hbr-white-paper-beyond-nps-cx-measurement-reimagined\" target=\"_blank\" rel=\"noopener\">report here.<\/a>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" 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name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option 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\"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Register Now!\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Register Now!\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;319211&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Claire Beatty<\/strong><br \/>\nSenior Director,<br \/>\nThought Leadership<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;424000&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Alex Clemente<\/strong><br \/>\nManaging Director,<br \/>\nHBR Analytic Services<br \/>\nHarvard Business Review<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;423124&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Faheem Ahmed<\/strong><br \/>\nVP Industry &amp; Experience Strategy<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;423207&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Ryan Willis<\/strong><br \/>\nDirector,<br \/>\nExperience Management<br \/>\nLumen Technologies<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text] Live Webinar [\/vc_column_text][vc_column_text] [\/vc_column_text][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]We\u2019re in an experience economy where a people-centric, empathetic approach is the only way to create a sustained competitive advantage. As the focus on experience grows, we predict a meaningful rethink of CX measurement will be essential to delivering lasting trust and loyalty \u2014 from customers and employees.\u00a0 The world [&hellip;]<\/p>\n","protected":false},"author":892,"featured_media":425706,"template":"","tax_priority":[54],"tax_contenttheme":[14916],"tax_bundle":[],"tax_contenttheme2":[16186],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[16881,16900],"tax_sector":[],"tax_segment":[17096,17121],"class_list":["post-425720","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_contenttheme-grow-your-business-en-gb","tax_contenttheme2-level-up-your-technology-en-gb","tax_buyer_persona-business-en-gb","tax_buyer_persona-technical-en-gb","tax_segment-enterprise-en-gb","tax_segment-midsized-en-gb"],"acf":{"no_follow":false,"meta_twitter_description":"","meta_facebook_description":"","asset_expiration":"","w_tycontent":"<p>Thanks for registering for our\u00a0<strong>Beyond NPS: CX-Measurement Reimagined<\/strong> webinar.\u00a0Please check your email for the webcast details and add @email.genesys.com and @on24event.com to your safe sender list to ensure successful email delivery.<\/p>\n","meta_description":"Genesys, partnered with Harvard Business Review, shares why NPS is no longer enough and what\u2019s next for CX metrics. 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