Tag: Metrics and measurement

Are pseudo metrics taking over and driving CX strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in unaligned digital experiences, but also damage your brand loyalty.  Simply put, metrics are the building blocks to design your strategy....

Prove the ROI of your customer experience programmes in 3 steps

To secure and retain support and budget, CX leaders must effectively use their data to demonstrate the ROI of CX. This involves proving the link between improved customer satisfaction and wider business outcomes. Customer retention, purchase frequency, lifetime value and...

Empowering the business with UX metrics starts with good habits

Our latest State of UX survey asked 100 UX, design and product development professionals working in the software industry to share their approaches and attitudes to the user experience. The results confirmed what we suspected; while most executives and leadership...

Is there are a gap between your corporate purpose and action?

‘Ultimately, purpose is the engine of long-term profitability.’Larry Fink, CEO, BlackRock Over the past two years, the CXM team was regularly reporting on the importance of purpose and value in business. The impact of trust-building in the CX industry finally came...