Webinar Replay – DCX Series [Ep. 3]: Customer Experience Metrics That Matter

Webinar Replay – DCX Series [Ep. 3]: Customer Experience Metrics That Matter

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience.

In this third episode you will learn what makes a truly successful customer interaction? How does that one interaction escalate into an engaged customer with a positive overall customer experience? And more broadly speaking, how do companies evaluate their overall customer engagement strategies?

Based on Nemertes’ real-world data, we review the metrics companies use to evaluate customer success, why, and how much improvement they are seeing. We cover:

  • Revenue increase (overall and digital)
  • CSAT, NPS and other rating changes
  • Cost reduction
  • Agent retention
  • Customer retention

Enjoy! (View below…)