Closing the CX Metrics Gap: Infographic

Closing the metrics gap means not only identifying the right metrics to measure success but committing to an end-to-end CX metrics strategy for voice of customer and agent performance. 

 

Nearly three-quarters of organizations suffer from a CX metrics gap: 

• 37.6% gather feedback — but do nothing with it  
• 36.2% gather feedback and analyze the data — but don’t act on the information 

This leads to: 

• Missed opportunities 
• Wasted resources gathering unused data 
• Potential damage to customer relationships 

CX metrics are nothing without a firm strategy wrapped around them. Let Five9 help you develop that strategy.