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…)