Customer Experience News

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1. Gartner: What it takes to measure customer experience

   Measuring CX is vital, but given the host of measurements out there, it's a complex task. Gartner distinguished analyst shares his thoughts on everything from NPS to customer effort scoring

   https://www.cmo.com.au/article/642640/gartner-what-it-takes-measure-customer-experience/

   Tags: customer-experience, cx, measure, nps by tjeerdtraats (2018-06-28)

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2. How BMW shifted from quantitative to qualitative customer feedback

   BMW has shifted from cumbersome, multi-question customer feedback forms to a single net promoter score (NPS) in a bid to change the way it interacts with its customers.

   http://www.cio.in/feature/how-bmw-shifted-quantitative-qualitative-customer-feedback/

   Tags: cx, customer-experience, bmw, automotive, customer-feedback, quantitative-feedback, qualitative-feedback, nps, net-promoter-score, analytics by tjeerdtraats (2018-04-17)

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