Brands employ disconnected CX KPIs even as new engagement processes and channels emerge. Traditional sentiment measurement and customer understanding only reflects customers surveyed and does not identify and understand the detractors.
Goals and Objectives
This accurately measures the friction and impact of customer engagement points, identifies the levers that drive customer-oriented improvement, and manages processes to achieve a contextual and empathetic customer experience. Use outcome metrics to prioritize efforts to enhance CX.
360-degree omni-channel CRM, AI, analytics, NLP, loyalty apps, mobile devices, and social media
Use Case Summary
Measure customer-aligned business processes that drive personalized and empathetic customer experience. Connect CX outcomes to processes with metrics that offer deeper and broader customer insights.