How to measure customer experience and bring your customer to the spotlight. Our #CX methodology revealed.

1. CX Powered by Uni Systems
Maria Kounaki
Customer Experience Consultant, Uni Systems

3. Create Experiences Your Customers Will LOVE.
“Customer Experience (CX) is the overall perception
customers have about a brand, resulting from the
interactions with the brand’s products or services.”

4. Who Handles Customer Experience?
2018 Survey

5. marketing
customer service
public relations
customer success
contact center rep
product management
human resources
IT
finance
procurement
sales
business analytics
UX manager
leadership (CxO)
data analytics
customer journey manager
All departments are involved
in Customer Experience!
Democratizing Customer Experience

6. Measuring Customer Experience
Action
• Purchasing behavior
• Average Resolution Time
• First Contact Resolution (FCR)
• Call wait time, website errors
Results
• Conversion Rate
• Churn Rate
• Customer Acquisition Cost
• Customer Lifetime Value
• New Customer Acquisition Rate
• Loyalty Offer Redemption Rate
Outcome Metrics
Related to: Acquisition, Retention, Loyalty, Conversion
Data Sources: Financial / transactional data
Perception Metrics
Related to: Satisfaction, Ease
Data Sources: Surveys, Sentiment Analysis
Interaction Metrics
Related to: Behavioral characteristics
Data Sources: Digital Analytics, POS, Call Center
Experience
• Customer Satisfaction (CSAT)
• Customer Effort Score (CES)
• Net Promoter Score (NPS)

7. Your Customer At The Spotlight
CRM All-in-one
Contact Center
At Uni Systems we empower organizations through Integration, Automation, Real Time Customer
Journey Management & Data Driven CX Strategies.
In-store CX
Technologies
Digital
Onboarding
Voice of
Customer
Customer Journey
Management
Integrated Data Driven CX

8. Thank you!