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No One Cares About Your CX Metrics—Let's Fix That
Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals.
This episode explores how to bridge that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down the data. It's about building context. When CX metrics highlight inefficiencies or opportunities for cross-functional wins, they become powerful tools for collaboration.
You'll hear how to align CX insights with departmental priorities so the data speaks to what each team cares about most. We also explore using behavioral and operational data, like service calls, churn rates, or purchase frequency, to demonstrate real business impact. Plus, we introduce the Customer Experience Success Blueprint, a framework designed to help CX initiatives integrate seamlessly with broader organizational goals.
Want your CX initiatives to gain real traction? Start by making the metrics matter to everyone.
Resources Mentioned:
CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbook
CX Success Statement Workbook -- https://bit.ly/cx-success-workbook
Experience Investigators Website -- https://experienceinvestigators.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)
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By Jeannie Walters, CCXP
5
33 ratings
Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals.
This episode explores how to bridge that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down the data. It's about building context. When CX metrics highlight inefficiencies or opportunities for cross-functional wins, they become powerful tools for collaboration.
You'll hear how to align CX insights with departmental priorities so the data speaks to what each team cares about most. We also explore using behavioral and operational data, like service calls, churn rates, or purchase frequency, to demonstrate real business impact. Plus, we introduce the Customer Experience Success Blueprint, a framework designed to help CX initiatives integrate seamlessly with broader organizational goals.
Want your CX initiatives to gain real traction? Start by making the metrics matter to everyone.
Resources Mentioned:
CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbook
CX Success Statement Workbook -- https://bit.ly/cx-success-workbook
Experience Investigators Website -- https://experienceinvestigators.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)