What are the X-perience Metrics?

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.

His presentation:

What are the X-perience Metrics?

is now available to download.

Before reviewing Phase 5's customer-centric approach to evaluating experience, Sam acknowledges that there are several options to consider, and that each organization should pick the method that works best for them. Regardless of methodology, he reminds us that we can't manage what we don't measure, so it is important to choose a path and get started.

Sam goes 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. He even shares 3 specific examples of CX Metrics best practices from across 3 different industries.

Finally, he outlines the Phase 5 "Customer 360" Customer Centricity model, developed from our own findings and proven effective through its application with various clients. Download the complete presentation now to learn more about it.