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  • Report The Top 10 NPS Questions Answered

    What CX Professionals Should Know About Net Promoter Score
    November 7, 2019 | Maxie Schmidt-Subramanian

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve...

  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Report Demystifying Financial Metrics For CX

    January 2, 2019 | Tom Mouhsian

    Customer experience (CX) professionals must trace CX outcomes to core financial metrics in order to establish the material impact of CX performance and initiatives that aim to drive CX quality. For...

  • Report The State Of CX Management Maturity, 2018

    The Benchmark Report In The CX Transformation Playbook
    December 31, 2018 | Rick Parrish

    Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX...