Report: The Metrics Gap

Though companies have plenty of customer satisfaction and agent performance data available to them, most don’t have a comprehensive strategy for customer experience (CX) analytics. In some cases, CX leaders gather customer feedback, but their efforts end there — they do no analysis or take any action based on that feedback. In other cases, they go a bit further and do some analysis, but no action ensues from what their data tells them.

This report by Metrigy explores where companies are falling short on measuring and improving customer experience — and how to fix it