Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical [...]

The customer feedback experience – an experience not to be taken for granted!

Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. [...]

By |2015-04-15T13:05:40+01:00April 15th, 2015|CX Measurement, CX Strategy|5 Comments
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