CX Effect Series

The Customer Experience Effect
Insight Report Series

It’s no longer enough to offer a great product or service. In today’s age of disruption and digitalization, it’s more important than ever to remain precisely in step with your customers’ ever-evolving expectations. The Customer Experience Effect is a multi-volume insight series that details the evolution in customer experience measurement and provides insights on how today’s leading customer-centric brands continue to exceed customer satisfaction standards and remain at the forefront of consumer expectations. We’re excited to present to you the first and second volumes of the series and hope each will help your organization discover additional opportunities to optimize your customer experience.

The Customer Experience Effect
Insight Report Series

It’s no longer enough to offer a great product or service. In today’s age of disruption and digitalization, it’s more important than ever to remain precisely in step with your customers’ ever-evolving expectations. The Customer Experience Effect is a multi-volume insight series that details the evolution in customer experience measurement and provides insights on how today’s leading customer-centric brands continue to exceed customer satisfaction standards and remain at the forefront of consumer expectations. We’re excited to present to you the first and second volumes of the series and hope each will help your organization discover additional opportunities to optimize your customer experience.

Volume 1: Evolution of Contact Center Metrics

Traditional contact center metrics such as Average Handle Time, Average Speed of Answer and Service Level have long been the core components of measuring contact center performance. However, these traditional KPIs alone do not account for the modern-age nuances embedded within a customer’s overall engagement journey with a brand. Customer Experience has influenced what are now modern metrics that measure the external-facing voice of the customer. This informative report details the significance of using the right metrics to understand the entire customer engagement journey and brand perception.

Volume 2: The Agent Experience

As covered in the first installment of The Customer Experience Effect, Customer Experience (CX) is defined as a customer’s holistic perception of their interactions with a company. Much like CX, Agent Experience is the sum of all experiences an employee has with their employer over the duration of their relationship from recruitment to exiting the organization. The report provides valuable insight on how agent experience metrics are key indicators in measuring customer engagement satisfaction. It also details the collective impact your employee satisfaction has on customer retention and operational costs.

Volume 1: Evolution of Contact Center Metrics

Traditional contact center metrics such as Average Handle Time, Average Speed of Answer and Service Level have long been the core components of measuring contact center performance. However, these traditional KPIs alone do not account for the modern-age nuances embedded within a customer’s overall engagement journey with a brand. Customer Experience has influenced what are now modern metrics that measure the external-facing voice of the customer. This informative report details the significance of using the right metrics to understand the entire customer engagement journey and brand perception.

Volume 2: The Agent Experience

As covered in the first installment of The Customer Experience Effect, Customer Experience (CX) is defined as a customer’s holistic perception of their interactions with a company. Much like CX, Agent Experience is the sum of all experiences an employee has with their employer over the duration of their relationship from recruitment to exiting the organization. The report provides valuable insight on how agent experience metrics are key indicators in measuring customer engagement satisfaction. It also details the collective impact your employee satisfaction has on customer retention and operational costs.

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