Advanced analytics tools and metrics have elevated the CX discipline over the last decade. The customer experience can now be quantified in a myriad of ways which has greatly increased the relevance of CX departments in the metric-centric world we live in. However, CX metrics are a double- edged sword as an overfocus on trending metrics reduces customers to data points and can stifle true understanding of the customer experience.

Join this session to learn how to:

• Recognize when an overfocus on metrics is driving unproductive activity that hurts the customer experience
• Leverage a storytelling approach to bring the customer experience to life and create empathy in an organization
• Balance customer stories with metrics to drive truly customer-centric changes