Clare Muscutt talks CX Metrics, Insight and the importance of Women's Networking with Chloe Woogler.

“So, a key thing to really think about as an organisation is to really make sure you’ve got a clearly defined metric structure; we say that’s the basis of any good CX programme. So, what I mean by that is where you’re looking at metrics – for example to track performance within CX programmes – they sit across three different levels, so they’ll break down as key customer metrics, as you know, providing that overarching basis for really understanding how customers perceive their interactions with and that brand. “