We’re thrilled to introduce our latest resource designed to elevate your customer experience strategy: Decoding CX Metrics: A Playbook for Tracking and Optimizing Customer Experience. This comprehensive CX metrics playbook was created to help you understand, measure, and improve your customer interactions. In short, this playbook is for CX professionals who have a problem to solve and know they could solve it if they had more data.
Why This Playbook Matters
Customer experience (CX) is more than just a buzzword—it’s the backbone of any successful business. In today’s competitive landscape, having a deep understanding of your CX metrics can set you apart from the rest. This playbook dives into the essentials of tracking these metrics, providing actionable insights to optimize every touchpoint along your customer journey.
As Lindsay Fifield, Forethought’s Director of Customer Success, puts it:
– Lindsay Fifield“A healthy CX team doesn’t just keep track of metrics—they really dig into what those numbers mean. Setting up a solid system to organize and review your metrics regularly helps spot trends and issues early, so you can make changes before problems get big and keep improving the customer experience.”
What do we know about CX metrics?
Forethought wants CX teams to spend time on creative, game-changing ideas and complex problems that AI will never be able to solve . We’ve made it our mission to do the rest—crunching numbers, routing tickets, and surfacing the same knowledge base article again and again. Customers like Cotopaxi, Elementor, Upwork, and many more trust us to do this for them. We deliver CX metrics so they can report on their successes, make the case for new initiatives, and generally make them look like the company rock stars they are. We know the metrics that matter to some of the most advanced CX teams in the world inside and out—and we’re going to spill their secrets.
What You’ll Find Inside:
- In-Depth Analysis: Learn how to interpret CX data beyond surface-level numbers to understand the real story behind customer interactions.
- Practical Tips: Discover strategies for setting up a robust system to monitor and review metrics, ensuring you’re always ahead of the curve.
- Trend Spotting: Get insights on how to identify emerging patterns and potential issues early, allowing for proactive improvements.
- Optimizing Your Approach: Use our recommendations to refine your CX strategy and deliver an outstanding experience at every touchpoint.
Why It’s Essential
Tracking CX metrics is crucial, but the real value comes from understanding and acting on those metrics. This playbook is your go-to resource for making sense of the data and leveraging it to foster a customer-centric culture.
Ready to take your CX to the next level? Download the playbook here and start transforming your customer experience strategy today!
We’ve put together an actionable cheat sheet for each metric that cuts to the core of how to use it. Each metric’s page includes the following:
→ A definition
→ The metric’s origin
→ A formula for calculation
→ General benchmarks
→ Directions for measurement
→ Ideas for improvement
→ A case study from a real business
These sheets are designed to make it easy to pull out the information you need quickly so you can go about your day tending to your customers instead of wasting energy on metrics research. At the end of each section, you’ll find an “Unsung Hero” metric. These are metrics that we’ve found to be transformative for our customers but aren’t used across every CX team.
Stay Connected
For more insights and updates on customer experience best practices, follow us on social media and join the conversation. Let’s decode CX together and drive success for your business!
