This CX Mini Masterclass provides an overview of customer experience KPIs and how these can be used to foster organizational alignment. Show host and customer experience expert, Julia Ahlfeldt, explains the role of KPIs in driving accountability, which types of KPIs are the most effective, and some common pitfalls. If you want to quickly understand the role and the importance of KPIs in customer experience management, then this episode is for you.
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Decoding the Customer is a series of customer experience podcasts created and produced by Julia Ahlfeldt, CCXP. Julia is a customer experience strategist, speaker and business advisor. She is a Certified Customer Experience Professional and one of the top experts in customer experience management. To find out more about how Julia can help your business achieve its CX goals, check out her customer experience advisory consulting services (including B2B CX strategy) or get in touch via email.