Customer Experience Metrics That Matter

By | October 20th, 2017|Blog, Contact Center and Customer Engagement, Digital Transformation|

Nearly 70% of organizations cite improving customer experience as their key business goal in their digital transformation projects. But with any business goal, metrics are key to documenting success. Nemertes Digital Transformation Framework provides guidance. (See Figure below) Four high-level steps help set the stage for a successful transformation: Start with identification of the business [...]