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

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Presented by

Robin Gareiss, President & Founder, Nemertes Research

About this talk

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'll review the metrics companies use to evaluate customer success, why, and how much improvement they are seeing. We will cover: • Revenue increase (overall and digital) • CSAT, NPS and other rating changes • Cost reduction • Agent retention • Customer retention We look forward to sharing this information with you!

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