Fiona Moss - Head of CX Global Analytics Team, Ipsos

The Tom and Bob Show

English - June 30, 2021 09:00 - 29 minutes - 26.4 MB
Management Business Education How To customer experience customer loyalty customer service employee engagement Homepage Download Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Lisa Schmidt - Principal, Worksphere Consulting

Next Episode: Kevin Budelmann - Founder and President, People Design

Fiona joins Tom & Bob on the show to discuss the ingredients of a good CX KPI, the arguments for and against NPS as a KPI, how to validate the right KPI or KPIs, and how to improve a KPI once you've chosen one.

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