How organizations can begin measuring customer experience.
In our ninth episode, we discuss how organizations can begin measuring CX, or the customers’ "perception" of experiences with an organization, including the different types and levels of metrics. We also talk about the "unintended consequences" that result when redesigning experiences through the newer Starbucks mobile ordering experience. We finish by talking about CX Scorecards as our tool of the week.


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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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