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Driving Value: CX Metrics for Success


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In this session, learn the value of measuring CX success, what it means for your business, and some practical advice on what and how to measure it.

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Driving Value: CX Metrics for Success

  1. 1. Driving Value: CX Metrics for Success ClarissaValiquette VP Research & Insights, Pearson
  2. 2. Clarissa Valiquette VP, Research & Insight @Pearson Clarissa leads research and insights for Pearson's new Global Marketing function in London, where she is setting up a Centre of Excellence to foster an insight and data- driven culture and ensuring progress is measured consistently across a highly- matrixed organization in 70 countries. Prior to Pearson, she built and led the Customer Experience Insights function at Rogers Communications, one of Canada's largest Telco and Media companies. As the Voice of the Customer, she was a thought- leader enabling a fundamental culture shift in the organisation.
  3. 3. Agenda Why Measure? Some Practical Advice 3 ©2016QUALTRICSLLC.
  4. 4. Why Measure Cx Success? You can’t afford not to Competitors are doing it Customers talk You’re probably already doing it 4 ©2016QUALTRICSLLC.
  5. 5. It Benefits Your Business You move what you measure Aligns everyone to the same goal Helps you improve, leading to better performance in the long run 5 ©2016QUALTRICSLLC.
  6. 6. Some Practical Advice
  7. 7. What to Measure It doesn’t matter… …as long as you know what drives it Pick something everyone can agree on 7 ©2016QUALTRICSLLC.
  8. 8. How to Measure Any measurement is a good start, but make it continuous Let’s you react quickly Pinpoints areas of investigation Anticipates trends / seasonality 8 ©2016QUALTRICSLLC.
  9. 9. Your Toolkit People Questions Reporting 9 ©2016QUALTRICSLLC.
  10. 10. To Pay or Not to Pay Incentives increase response rates but can attract a different customer Always stay consistent in the approach 10 ©2016QUALTRICSLLC.
  11. 11. Adding Accountability To decision-makers Not frontlines 11 ©2016QUALTRICSLLC.
  12. 12. Evolving Your Program Close the loop Link internal data Add the Voice of the Employee 12 ©2016QUALTRICSLLC.
  13. 13. If You Only do One Thing… Get the right people 13 ©2016QUALTRICSLLC.
  14. 14. 14 ©2016QUALTRICSLLC. Thank you