Ai: Irl

On this episode of CXNext, I continue my interview with Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In this second part of our three-part conversation, we discussed a shift in metrics from moment-in-time metrics to more real-time analytics, and how can you better drive your organization forward. What we talked about: Why things like health engagement scores and C-SAT are better ways to look at how you measure success in the world of customer experience How to transition from focusing on operational cost management into customer value, customer relationship, and customer centric data What works when tying contact centers into lifetime value How to build metrics to tell your brand's story in a constructive way ...And what changes you can make to create productive dialogue between agent and customer.