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Session 204: The New Generation of Customer Experience Metrics

Wednesday, April 22 at 11:30 AM

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It's incredible to think about how much has changed recently in the customer experience and Voice of the Customer (VoC) space. New listening paths that go beyond traditional surveys and new technologies are providing a far higher quality and quantity of customer feedback data than ever before. Sadly, our ability to build compelling metrics using this data is often lagging. NPS is old enough to have its own driver's license, and CSAT has a passing correlation to loyalty. While these metrics certainly still have a place on our CX dashboard, we must challenge ourselves to modernize the way we collect, analyze, and report on customer data!

Join us to learn about:
• Building your listening paths to cover the end-to-end customer journey
• Collecting different types of customer feedback using new tools and techniques
• Enhancing your experience dashboard with customer engagement score, customer growth engine, ease of business, and other modern CX metrics

SupportWorld Live speaker photo for Nate-Brown

Nate Brown

Co-Founder, CX Accelerator and Chief Customer Officer

Nate Brown is a perpetual student of the world's greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. He was dubbed the "CX Influencer of the Year" by CloudCherry in 2019, as well as being named a top CX thought leader by TruRating, Qminder, ProcedureFlow, LifeHelpNow, ICMI, and Exceeders. As a passion project, Nate recently created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves.