CX Metrics

Martechvibe highlights voices whose work explores organisational culture, marketing strategy, bias, resilience, and the realities of building influence in complex systems.

Too many brands claim to be customer-obsessed while outsourcing their CX intelligence. Yara Milbes, VP of Marketing at Lucidya, shares why owning the data, and knowing when to step back, is the only way to build trust in MENA’s complex, privacy-conscious markets.

KPI dashboards may show green, but your customer’s experience could be flashing red. While early-stage companies focus on metrics, what’s often missed is the growing disconnect between customer expectations and what’s actually delivered.

Are APAC shoppers excited about BFCM? The western shopping trend may not hold a candle to China’s Single’s Day but brands still see it as the largest growth market

From creating a strong customer feedback loop to leveraging real-time ticket categorisation, AI is revolutionising customer support.

Ahead of the CX NXT KSA summit, Martechvibe spoke to some customer experience experts about the value of CX measurement and customer feedback, and the significance of using metric tools. Is CSAT your go-to CX metric tool, or is it ‘profit’? Regardless, measuring CX is not a question of addressing one metric, and brands need […]

Brands Use Cues, Triggers and Rewards to Find Relevance in a Customer’s Routine Space Business cases and research studies have proved that the key to growing a brand is more about retaining customers and making them loyal than just bringing in new customers. Research by Bain & Company found that when brands increase customer retention […]

Customers are loyal based on pleasant feelings, encouraging reinforcement, and satisfying experiences. This justifies looking into the resources that will enable brands to gauge customer sentiment. The best brands on Earth have one thing in common: they care about their customers. They share robust emotional connections with them, and as brands develop newer initiatives, they […]

Customer data, when used optimally, can help companies predict trends and avoid backlash. According to a survey from Marketing Insider Group, which examined consumer reactions to products across sectors, 72 per cent of happy customers shared good feedback with six or more people. The ultimate quest for a brand is to create more happy experiences […]

According to an Optimizely report, Reimagining Commerce Report 2020, most consumers use six or more channels and two devices before making a purchase. They research products on the brand’s website while multitasking on their laptop, check another retailer’s mobile app for in-store availability, then go to Amazon because they got an email about a deal […]