Closing the CX Metrics Gap: Infographic
Closing the metrics gap means not only identifying the right metrics to measure success but committing to an end-to-end CX metrics strategy for voice of customer and agent performance.
Nearly three-quarters of organizations suffer from a CX metrics gap:
- 37.6% gather feedback — but do nothing with it
- 36.2% gather feedback and analyze the data — but don’t act on the information
This leads to:
- Missed opportunities
- Wasted resources gathering unused data
- Potential damage to customer relationships
CX metrics are nothing without a firm strategy wrapped around them. Let Five9 help you develop that strategy.