Latest / The Experience Perspective: An Ipsos Podcast
Season 3: Episode 13 – The Key To Your CX Success: Finding the right customer experience KPI for your business.
Key Performance Indicators (KPIs) are central to customer experience measurement and management, serving to drive customer-focused action and improved business performance. This week, we are joined by Ipsos’ Fiona Moss, author of our latest CX whitepaper, The Key To Your CX Success. Fiona, Head of our Global CX Analytics team, explores how organisations can determine the right CX KPIs to drive business performance, with a specific focus on: the key ingredients of a good KPI; how organisations can validate their CX KPIs; linking KPIs and real-life business outcomes – ‘Delivering a Return on CX…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.