Are CX and business results perceived as a tradeoff at your organization? This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and
Are CX and business results perceived as a tradeoff at your organization? This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and feeling during their experience journey and what they do as a result of that experience. This well-rounded story gives us powerful insights to optimize the balance between enhancing customer experiences and delivering business results.
Call to Action:
Execute on your customer’s expectations
Use balanced scorecards to gain the full story from the customer view and business view
Optimize the balance between experience improvements and business outcomes
Yuko leads the Customer Experience metrics team at AARP to define and measure success in a balanced way with both the customer experience and business outcome in mind. Over the past decade she has leveraged consumer research, data analytics and technology to equip business leaders with actionable insights to deliver winning customer experiences.
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