In this recorded Google Hangout, Customer Experience Experts with the CXPA (Customer Experience Professionals Association) Lynn Hunsaker, Yvonne Nomizu and I share experiences and case studies on CX metrics, CX measurement, and CX ROI. It was broadcast live over Google+ and YouTube and hosted by the CXPA.
CX Metrics, Measurement, and ROI are part of the core competencies for CXPA’s CCXP certification program. There are six competencies of required knowledge for CCXP candidates. Each competency encompasses job tasks that should be known to candidates, as well as knowledge and skills or abilities that a candidate should possess. Metrics, Measurement, and ROI is 20% of the exam make up.
During this panel discussion, like the other Google Hangouts I have participated for the CXPA, I brought props to enrich the learning and discussion. Yvonne helped me to make more fun than I planned for. Thanks Yvonne!
During the Hangout I made a promise to make available the slides and the research study I referenced. You can access those here:
- Slides: Knowledge versus Wisdom slides (click for .zip download)
- Research Study- Gratitude a Tool for Reducing Economic Impatience
Appreciation and Gratitude are core pillars in my consulting work and it’s a key differentiator for me. It is key part of increasing Emotional Intelligence which has been proven to be a primary driver in career and organizational success. There are cases studies and additional insights on Emotional intelligence (EQ) in our Resources area. You can also find examples of measuring this vital strength for culture change.
I invite you to register for our newsletter to stay informed on leveraging and building your emotional intelligence (EQ) and the EQ of your organization. Emotional Intelligence will give you that secret advantage to getting more from your CX Metrics, Measurement, and ROI. And Life!
Leadership
Buy-in for CX Metrics is not about the numbers. Watch the Hangout to see what I mean. As part of your organizational cultivation you need visual tools to capture attention and focus your agenda. The quotes you will find in the Leadership Quotes with a Purpose video is a tool that may help you. If you would like your own branded Leadership Quotes Video contact me and let me know.
The post CX Metrics Measurement and ROI appeared first on Customer Experience Employee Engagement.