We really need something to measure CX, looking forward for the study.
Again a very interesting article by my friend Paul Greenberg on ZDNet together this time with Steve Bocska.
The point we have at the moment is, that we have (more or less) just things like NPS to measure CX. Asking questions can’t really be the direction. What we need is to measure CX with data science. What I don’t understand is, if the SNES score is just another score like NPS, CSAT and CES.
The missing link: Customer engagement and KPIs | ZDNet
We are living in an era that demands right brained thinking and actions around engagement and CX. But even customer engagement has to be measured. Steve Bocksa, CEO of PUG Interactive, has figured out how to measure engagement — and he may be onto something.
