Ebook

Optimize customer experience measurement in telecom

Jump-start your journey measurement program in four easy steps

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Many providers capture improvements in customer experience (CX) metrics like Net Promoter Score and customer satisfaction. But most can’t quantify how those improvements affect outcomes like average revenue per user and cost to serve.

In most companies, marketing measures conversions, the contact center monitors efficiency metrics like self-service rates and FCR, and product teams track usage and engagement.

But this approach neglects your customers and their goals — and often results in disconnected, frustrating experiences.

Download the ebook to discover why measuring journeys transforms the way you measure — and improve — customer experience. In this guide, you’ll learn:

The top three barriers to measuring CX and why traditional methods are lacking
What journey measurement is and how it helps leading providers succeed
Four essential steps to get started with customer journey measurement

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.