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  • Key Performance Indicators (KPIs)

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  • 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 Track Digital Banking Success With Customer-Centric Metrics

    Performance Management: The Digital Banking Strategy Playbook
    February 15, 2018 | Zhi-Ying Barry

    Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-centric or channel-specific, rather than customer-focused. Digital...

  • Report Track Digital Insurance Success With Customer-Centric Metrics

    Performance Management: The Digital Insurance Strategy Playbook
    January 26, 2018 | Zhi-Ying Barry

    Digital insurance success demands new metrics. Typical key performance indicators (KPIs) for digital insurance are often product-centric or channel-specific rather than customer-focused. Digital...