Metrics are a top priority for many Customer Experience Initiatives. However, there are hundreds of different metrics which makes it difficult to select one without it feeling like a ‘new flavor of the month’.

Key Take-Aways:

• Proven ways on how to select a metric that is relevant to your organization
• Alternative metrics if the traditional NPS (Net Promoter Score) is not working for you
• Strategies to communicate the benefit of your metrics to leadership