Customer experience strategist, Tony Bodoh, explains the 5 areas of your company to research. Then, he gives examples of KPIs that should appear on your CX Research Matrix and why they matter as well as a few metrics that should not be on the matrix and why they should not be considered as KPIs. Next, he gives you 8 data segmentations to consider as you fill in your CX Research Matrix. Finally, he shares his CX Research Matrix and why it is one of the most important tools in your analytical tool kit. See more videos from this series here.
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