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Advancing Omnichannel: Better Metrics and Solutions

Execs In The Know

One of the critical metrics Randy touched on in discussing DISH Network’s approach to omnichannel was Customer Experience Minutes (CXM). CXM can be defined as the total time a customer spends with any agent on any channel within a 7-day period.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

This helps to ensure customer satisfaction and builds long-term customer loyalty. Customer Experience Customer Experience refers to how customers perceive their interactions with your company. Therefore, you can never fully determine it.

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Customer Experience Strategy: An A to Z Glossary

Lumoa

Handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience , " Building a Customer-Obsessed Operating Model " by Kyle McNabb from Forrester, " Customer Obsession Lessons from Amazon " by Bruce Temkin, " 7 Secrets Of Building A Customer-Centric Company Culture " by Micah Solomon.

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A to Z Guide to Customer Experience Definitions and Terms

Lumoa

Customer Experience Customer Experience refers to how customers perceive their interactions with your company. Customer experience is constructed in a direct or indirect interaction with your company but it always involves the subjective response of the customer. Therefore, you can never fully determine it.