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  • Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook
    August 15, 2019 | Maxie Schmidt-Subramanian

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

  • Report The Future Of CX Measurement

    Advanced Level: Measurement Practices For CX Transformation
    December 3, 2018 | Maxie Schmidt-Subramanian

    Three trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement...

  • Report Establish A CX Measurement Program In Seven Steps

    Beginner Level: Measurement Practices For CX Transformation
    November 29, 2018 | Faith Adams, Maxie Schmidt-Subramanian

    Customer experience (CX) transformation requires companies to quantify the quality of experiences and their link to the organization's overall metrics. To do this, CX leaders need to establish...

  • Report Elevate And Scale Your CX Measurement Program

    Intermediate Level: Measurement Practices For CX Transformation
    November 28, 2018 | Amit Bhatia, Maxie Schmidt-Subramanian

    Once organizations have established a minimum viable program for measuring customer experience (CX), they are ready to move on to the next phase — advancing the measurement program to the...

  • Report Predictions 2019: Employee Experience

    The Spotlight Shines Bright As Executives Scramble To Improve EX

    Low unemployment and high quit rates are intensifying the already bright spotlight on employee experience (EX). But while companies, EX professionals, and executives are anxious to improve employee...

  • Report Predictions 2019: Customer Experience

    Customer Experience Comes Under Fire
    November 5, 2018 | Harley Manning, Gina Bhawalkar, Ryan Hart

    Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three...

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