On March 2nd, 2021, Phase 5 VP CX Sam Fiorino was one of the featured speakers at a Market Research and Intelligence Association (MRIA) webcast. The MRIA is a Canadian, not-for-profit, member-driven association representing all aspects of the market research and business intelligence industry.
is now available to download.
In his presentation, Sam first acknowledged that there are several approaches for evaluating experience, and that each organization should pick the method that works best for them. The Phase 5 method (which Sam reviewed with the group) is a customer-centric one. However regardless of methodology, he noted that we can't manage what we don't measure, so it is important to choose a path and get started.
Sam went on to share findings from the Phase 5 State of CX in 2020 study, showing where many organizations are currently struggling, and how the most successful are pulling ahead in terms of Customer Experience measurement, strategy, and performance. He also shared 3 specific examples of CX Metrics best practices from across 3 different industries. Finally, he outlined the Phase 5 "Customer 360" Customer Centricity model, developed from our own findings and proven effective through its application with various clients.
If you missed the event, download the presentation now for all of the details. And if you'd like to discuss how to improve Customer Experience for your organization specifically, please contact us directly. We'd be happy to share our expertise.