How to understand customer experience by expanding on NPS

‘Customer experience’ is increasingly seen as a strategic priority for businesses to help them stand out and grow, but this concept is made up of many factors, and measuring it is a complex task.

Measuring customer experience (CX) is not an exact science, but it’s one that senior executives take a keen interest in, for personal reasons as much as anything else.

“Customer satisfaction is felt very keenly by the CEO, because when it goes wrong, that’s...

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