Some Customer Experience (CX) leaders are beginning to question the obsession with NPS or other similar measures as core CX program objectives. Why? Organizations spend their time „chasing the score“ which can actually undermine CX success.
Maybe we have it backwards! Should CX goals be based on positive and negative behaviors, NOT scores?
In this webinar Michael Allenson of MaritzCX will reveal new research from a MaritzCX CX Maturity Assessment program, which identifies the strategies customers are using to measure, monitor and reward CX efforts, as well as the “maturity” of their CX Program. He will also share results of analysis done on some client programs comparing action with NPS and other outcome metrics.
Join us to receive:
- New research that shows how CX leaders manage success, comparing results achieved when they focus on scores vs. actions
- A powerful case example of a company that has begun to focus on actions, including how this has helped them drive real CX improvements