Customer Experience (CX) Metrics and Key Performance Indicators
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Customer Experience (CX) Metrics and Key Performance Indicators

Published: May 12, 2015

Pages: 15



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Which metrics should you consider for measuring Customer Experience’s impact on your business?

Contact center leaders want to measure customer service’s impact on the business. But they’ve struggled with what to focus on—and how to measure success. The guide ends that struggle. It has been written for the business leader who wants to identify and measure KPIs that provide feedback on the success of CX initiatives.

The guide is intended to familiarize the reader with the Customer Experience (CX) Value Equation = Acquisition + Retention + Efficiency

CX = A + R + E

Using this value equation—and its underlying KPIs—customer service and contact center leaders can demonstrate the value they are driving for the business.



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Topics: Customer Experience, Metrics

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