The role of metrics in Customer Experience Management (CXM)

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Customer experience is a crucial aspect of any business, and measuring it is equally important. Metrics help businesses understand how their customers are interacting with their products or services, and how satisfied they are with the overall experience.
An important step in measuring the impact of CXM is to identify the metrics like First Response Turnaround Time (FRT), Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and churn rate that matter most to your business.
We will be looking at each of these metrics in detail as we progress through this video.

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