VoC for Experience Design vs CX Performance Metrics – CXBS Ep. 7

"What gets measured gets done." ~ Tom Peters.   Before there is a customer experience to measure and manage, it must be designed and created. Nothing is static in the world of customer experience.   In today's omni-channel world, continuous improvement and innovation is necessary to succeed.   What kinds of research and insights are needed most to design and improve customer experiences?  Once an experience is designed, key touch points and service performance must be monitored. What are the best performance metrics and KPI's used by CX practitioners in experience management (XM)? Learn the answers to these questions and more during this interactive discussion on the differences between VOC Insights and CX Metrics with guest Mark Michelson, CEO/Producer of the acclaimed CX Forums summit events and Founder/Principal of Threads Research.  Remember to come prepared with your own thoughts, ideas, and questions to help make this an even better conversational experience!

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