This document summarizes a webinar on redefining customer experience metrics for better performance. The webinar covered measuring customer experience, connecting metrics to business results, measuring employee engagement, and empowering organizations. It discussed using metrics like Net Promoter Score, customer lifetime value, and employee Net Promoter Score. It also covered aligning metrics across an organization and viewing them as a line-of-sight waterfall to goals like return on investment and customer lifetime value.
1. Redefining Customer Experience Metrics for Better Performance
Lynn Hunsaker Emily Murphy
With: Moderated by:
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Workforce Engagement Management Masterclass
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4. Click on the Questions panel to
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https://www.customerexperienceupdate.com/webinar-series/workforce-engagement-management-masterclass/
https://www.customercontactcentral.com/webinar-series/workforce-engagement-management-masterclass/
5. About Lynn Hunsaker
Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value
Exchange as a 24x7 mentor for marketing and CX roles to bridge silos. Lynn’s roles at Applied Materials (semiconductor
equipment manufacturer) included Director of Marketing & Business Development, Director of Marketing
Communications, Head of Global Quality, Customer Satisfaction Improvement Manager, and Voice of the Customer
Manager. After receiving her MBA from Vanderbilt University, Lynn’s role as Strategic Information Manager in Sonoco
Products’ strategic planning department led to her renown as a customer experience (CX) expert. She serves on the
Board of Directors for CXPA and is a top author on CustomerThink.com where she is one of five Hall of Fame award
recipients. She taught advertising, marketing and business at UC Berkeley Extension, Mission College and San Jose
State University; she is currently teaching marketing operations at UC Santa Cruz Extension. Lynn is author of four titles
on Amazon Kindle, including Metrics You Can Manage for Success.
About Emily Murphy
Emily earned a Bachelor of Arts from the University of California, Santa Cruz, for her major in Film and Digital Media and
minor in Literature. With experience in writing, publication, and teaching, she continued her work after college as a research
writer and an online blog contributor. She has now joined the Aggregage team and is the Editor for several sites in our
network, including Customer Experience Update, Customer Contact Central, and Supply Chain Brief.
Workforce Engagement Management Masterclass
