Ebook

Optimise customer experience measurement in telecom

Jump-start your journey measurement program in four easy steps

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Many providers capture improvements in customer experience (CX) metrics like Net Promoter Score and customer satisfaction. But most can’t quantify how those improvements affect outcomes like average revenue per user and cost to serve.

In most companies, marketing measures conversions, the contact centre monitors efficiency metrics like self-service rates and FCR, and product teams track usage and engagement.

But this approach neglects your customers and their goals — and often results in disconnected, frustrating experiences.

Download the ebook to discover why measuring journeys transforms the way you measure — and improve — customer experience. In this guide, you’ll learn:

The top three barriers to measuring CX and why traditional methods are lacking
What journey measurement is and how it helps leading providers succeed
Four essential steps to get started with customer journey measurement