CX measurement

Ahead of the CX NXT KSA summit, Martechvibe spoke to some customer experience experts about the value of CX measurement and customer feedback, and the significance of using metric tools. Is CSAT your go-to CX metric tool, or is it ‘profit’? Regardless, measuring CX is not a question of addressing one metric, and brands need […]

As the industry gravitates around Customer Experience (CX) for revenue growth, CX measurement becomes a vital element of business strategy The two foundations of customer loyalty, trust and confidence, are being put to test, states a 2020 Deloitte report. Six months into 2021, it still holds true and anxiety is high. The change in consumer […]