Measure What Matters: Your Guide To CX Success [Webinar Replay]
Customer Experience (CX) is vital because it shapes how customers perceive and interact with your brand at every touchpoint. A great CX builds loyalty, drives repeat business, and sets you apart from competitors. Ask ChatGPT
Forrester has made available a replay of its webinar, ‘Measure What Matters: Your Guide To CX Success’.
The Forrester team says, “Getting CX measurement wrong can be costly. Misaligned metrics create a disconnect between how your business perceives customer experiences, leading to dissatisfaction, churn, and wasted resources.
The key challenge? Identifying the right metrics that reflect your customers’ experiences across their lifecycle. With so many variables — touchpoints, channels, and customer journeys — focusing on the wrong data leads to incomplete insights, ineffective strategies, and missed chances to drive meaningful change.
Watch the on-demand replay to help you master CX metrics by knowing how to choose the right measurements at the right lifecycle stage for your business. We’ll introduce the CX metrics framework — a powerful tool to help you build a measurement strategy that drives business results.”
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