How four firms measure customer experience across the enterprise

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<dc:creator>Burns, Megan</dc:creator>
<dc:creator>Manning, Harley</dc:creator>
<dc:creator>Catino, Shelby</dc:creator>
<dc:description xml:lang="es">Sumario: Chief customer experience officers (CC/EOs) need a set of metrics in order to benchmark and manage their firms enterprisewide customer experience. To understand which metrics theyre using today, Forrester interviewed top customer experience professionals at companies in the travel, healthcare, banking, and insurance industries. Our research shows that firms use a mix of metrics that captures what actually happened during customer interactions, how customers perceived those interactions, and what they will do as a result of the interactions. Looking forward, we expect customer experience measurement programs at these and other firms to connect more tightly to company financials, expand across industries and disciplines, and leverage the social media groundswell</dc:description>
<dc:publisher>Forrester Research</dc:publisher>
<dc:rights xml:lang="es">In Copyright (InC) -</dc:rights>
<dc:subject xml:lang="es">Servicio al cliente</dc:subject>
<dc:subject xml:lang="es">Empresas de seguros</dc:subject>
<dc:subject xml:lang="es">Relaciones interpersonales</dc:subject>
<dc:subject xml:lang="es">Métodos de medición</dc:subject>
<dc:subject xml:lang="es">Análisis transaccional</dc:subject>
<dc:subject xml:lang="es">Entidades financieras</dc:subject>
<dc:subject xml:lang="es">Márketing de la empresa de seguros</dc:subject>
<dc:type xml:lang="es">Books</dc:type>
<dc:title xml:lang="es">How four firms measure customer experience across the enterprise </dc:title>
<dc:relation xml:lang="es">For Customer experience professionals</dc:relation>