Why CX score doesn’t guarantee your future performance?

Why driver analysis is key for structural improvement efforts? Explore some of the key customer experience metrics and how to approach them with a continuous improvement mindset.


Download Now

We all know that customer experience (CX) has become the primary competitive differentiator for today’s B2C and B2B businesses. In fact, customer experience now ranks higher than price and product as a key brand differentiator.

Whatever metric is used, in many cases companies only focus on the score itself. Focusing on the numbers is important, however the process and mechanism behind the metric system plays an even more critical role for the measurement program’s success. CX score itself doesn’t guarantee your future performance unless you do your best to understand the drivers of satisfaction and act upon them.

In this e-book, we’ll explore some of the key customer experience metrics and how to approach them with a continuous improvement mindset. We’ve also highlighted why driver analysis is key for structural improvement efforts. Finally, we offer a checklist to help you go beyond the measurement and sustain the gain.


Download Now 

Related Resources

Blog Post

Every CX Professional’s Dream: Customer Centric Organization

We all have read case studies of companies such as Amazon and Apple, which are successful examples of this transformation. We frequently see/listen to similar stories in LinkedIn articles and/or conferences. So, what are the key success factors for a customer-centric organization that every customer experience professional dreams of?

Read Now


Blog Post

Integrating VoC with Dynamic Journey Design to Improve CX

During the global pandemic, we have witnessed that customer needs, expectations, and journeys shifted overnight. Times like these have once again shown us the importance of managing “dynamic” customer journeys.

Read Now


How to Build a True Voice of the Customer Program in 2021 for Financial Services? 

Even though many financial services have adapted feedback management methods, many still struggle to take the necessary actions to close the loop. How can financial services understand the root causes of the problems they face and identify pain points to act and improve their journeys and/or products?

Watch Now


 With increasing competition across industries, it is more important to understand what customers are thinking about the products and/or services provided by companies.
Voice of Customer program enables companies to systematically capture, track, and analyze customer feedback and act based on the collected insights.

Discover Voice of Customer Solution