How metrics help you improve CX

Including CX Metrics in your journeys has several advantages:

●    Make your metrics actionable. CX metrics are great at explaining how large or small an issue is, but they don’t tell you what should be done to improve them. By adding CX metrics to your journeys, you surround them with a wealth of qualitative insights that help you understand the metrics and pinpoint how to improve them. Furthermore, CX metrics help you to focus on the parts of the customer experience that need your attention most.

●    Put your qualitative insights in perspective. Qualitative insights are great at explaining the experience customers have, but they don’t say anything about the relative impact or importance of these insights. Including metrics in your journeys helps you do exactly that.

●    Create a single source of truth for multiple roles: By gathering quantitative and qualitative data in one place, you create a single source of truth for CX data, but also sales, marketing, and other data. This opens up TheyDo to a range of roles such as data analysts, marketers, sales, POs, or even board members.

●    Track impact: When you add metrics to your journeys, you can start tracking the impact that your solutions have on the customer experience.