- 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.