Customer experience CX can be a very overwhelming and confusing topic. It’s not customer service, but it does include customer service, as well as every other function for that matter. Often, this confusion culminates at one specific point - which metrics to use.
At its core, Customer experience is “the thoughts and perceptions customers have toward a brand.”
This is not a new challenge. Historically, we’ve been extremely reliant on surveys for all kinds of customer data; this has never been super effective, and it is comically ineffective with today’s customers. Net Promoter Score (NPS) is old enough to have a driver’s license, and in most situations has little to no correlation to actual customer behaviors.
This blog will explore several emerging options for measuring customer perceptions. Out of all the wonderful things technology and machine learning has done to revolutionize the contact center, it’s the new Voice of Customer capabilities that are the most excited. We can get closer to our customers than ever before, fueling the work of CX and demonstrating ROI in far greater ways.