Rethinking Today’s KPIs to More Accurately Reflect Quality Customer Experience
Beth Ziff | Executive VP, Customer Engagement | Premiere Response
Experts are reporting that customer expectations exponentially advanced during the pandemic year, leaving companies wondering if typical KPIs are still providing a clear enough picture of customer experience. Does NPS still matter? Is there a blind spot in your customer journey model? In this session, Beth Ziff from Premiere Response will identify and normalize new KPI models like the Customer Effort Index, which can replace or provide additional context to standard measures, and show attendees how to assign an effort index to each stage of the journey to help surface insights for their organization.
THIS IS A BREAKOUT SESSION RECORDING FROM THE 2021 FALL SYMPOSIUM: EMERGING HORIZONS