{"id":933644,"date":"2019-06-07T12:21:44","date_gmt":"2019-06-07T19:21:44","guid":{"rendered":"https:\/\/heartofthecustomer.com\/?p=10485"},"modified":"2019-06-07T12:31:29","modified_gmt":"2019-06-07T19:31:29","slug":"what-are-the-worlds-cx-leaders-doing-lessons-from-medallias-exchange-19","status":"publish","type":"post","link":"https:\/\/customerthink.com\/what-are-the-worlds-cx-leaders-doing-lessons-from-medallias-exchange-19\/","title":{"rendered":"What are the World\u2019s CX Leaders Doing? Lessons from Medallia\u2019s Exchange \u201819"},"content":{"rendered":"

<\/a>I attended Medallia\u2019s annual conference for the first time and was impressed with the quality of both the keynotes and the breakouts. While I captured many pages of notes, four findings really stuck out that I want to share:<\/p>\n

    \n
  1. There is no one right metric.<\/strong> Despite having NPS inventor Fred Reichheld speak the first day, participants used a variety of measurements to track their CX program. While there were certainly NPS fans, I was intrigued by other measurement systems. Bank of America didn\u2019t share their question but did share that they only report on the % of 9s and 10s. Scotia Bank uses a multi-tiered sentiment system, while the VA uses Effectiveness, Efficiency, and Emotion (from Forrester\u2019s model), but also adds \u201cTrust,\u201d which is their most important metric.<\/li>\n
  2. Measurement isn\u2019t restricted to metrics.<\/strong> Volvo Trucking discussed how they incorporate warnings from their trucks\u2019 sensors into their programs, Bank of America incorporates product additions and subtractions, and others included calls to the call center and other business metrics that provided color to the measurement. As one breakout leader shared, \u201cA 3 [in a 5-point scale] can mean everything\u2019s fine, or that there\u2019s high risk. So we bring in behavioral data to provide more meaning.\u201d<\/li>\n
  3. ROI can be tracked.<\/strong> We\u2019ve found many CX programs shy away from tying to business metrics. Which is a huge mistake, because that\u2019s what your cross-functional partners care about. The leaders find business problems that they can solve through CX, whether that\u2019s client attrition, dropping of products, client attrition, calls to the call center or even stock price, it is possible (and should be mandatory) to tie your work to what the business cares about.<\/li>\n
  4. Frontline employees are starting to be incorporated.<\/strong> I\u2019ve been wondering about this. CX fans have seen Bruce Temkin move from talking about CX to EX. In talks with attendees at the CXPA Insight Exchange, very few had a mandate to focus on the employee experience. But the leading brands who presented (and were likely hand-selected by Medallia) spoke elegantly about how they are engaging their front lines in the customer experience, sharing customer scores with them, as well as expanding the measurement tool to include employee engagement.<\/li>\n<\/ol>\n

    The first item \u2013 that there\u2019s no one measure \u2013 really isn\u2019t a surprise to me. But it does seem to shock many that there\u2019s no one right way to do it. And while some brands have incorporated business measurements into their metrics program and some others track ROI, it\u2019s still pretty rare. But the front-line employee engagement is the most powerful. There have been reports for years that employee engagement predicts customer engagement \u2013 the tools are finally there for us to do it right.<\/p>\n","protected":false},"excerpt":{"rendered":"

    I attended Medallia\u2019s annual conference for the first time and was impressed with the quality of both the keynotes and the breakouts. While I captured many pages of notes, four findings really stuck out that I want to share:
    \nThere is no one right metri…<\/p>\n","protected":false},"author":7586,"featured_media":897997,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,84,94],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/933644"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7586"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=933644"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/933644\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/897997"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=933644"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=933644"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=933644"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}