Beyond the Metrics: Crafting a CX Framework for Guaranteed Success

NPS, CSAT, and Effort Score are valuable metrics, but they only tell part of the story. In this session, we’ll dive into how to go beyond traditional CX metrics and build a comprehensive CX framework that ensures early success. Learn how to design and implement a holistic CX strategy that not only tracks customer satisfaction but also proactively drives improvements and delivers measurable business impact. Discover the key pillars of a successful CX program, from customer insights and journey mapping to employee engagement and continuous optimization, all leading to sustainable customer loyalty and business growth.