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When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, companies need only focus on four. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO.
It encompasses data mining, data visualization, performance benchmarking, and descriptive analytics—techniques for parsing data to generate reports, performance measures and trends to reveal insights and make better business decisions. Business intelligence answers the questions, “who are our most valuable/least valuable customers?”
Yes, tracking metrics will help to prove ROI to key stakeholders throughout your organization, but it will also likely reveal additional aspects of your CX transformation strategy that require adjustments. 3 questions to ask during this step: What metrics will you use to benchmark and improve the customer experience?
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