What you will learn from this Webinar

  • The progress and the problem with CX metrics

  • The CX movement has come a long, long way. We understand customers better than ever before, but we still struggle with linking data to predictable outcomes at scale.
  • The discovery of the Wallet Allocation Rule and what it means

  • A simple mathematical discovery has unlocked the formulaic connection between traditional CX metrics and real financial outcomes with just simple adjustments to how we measure and think about customer experience.
  • 5 CX metrics you should be tracking

  • The traditional metrics we track are important, but we have to broaden our metric set to accommodate our new measurements and the financial metrics they predict.