Humanizing the Digital Experience

Why Do We Rely So Heavily on the NPS to measure CX?

Mar 11, 2020 1:46:16 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey, friction index, measuring CX, NPS

0 Comments

I was looking over the “State of Digital Customer Experience Report – 2020,” published by CMSWire.com and Simpler Media Group, and many of my suspicions and observations were confirmed when it comes to the current efforts to improve CX using today’s most popular technologies. They fall short, typically making decisions based on treating symptoms and not the root cause of CX issues – friction in the digital customer journey.

Read More