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 Latest Discussions

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    RE: KPI's

    Posted in: CXPA Open Forum

    I would actually encourage going a step further than just the First Contact Resolution. Often times, when this is the direct focus for agents, agents tend to solve the explicit issue, instead of also...

  • Posted in: CXPA Open Forum

    Hey all, Building a closed-loop process around NPS specifically, so I'm curious to know what things you guys have in place to make sure the feedback is not only distributed to the appropriate parties...

  • Posted in: CXPA Open Forum

    Hi, I am new to the CXPA and looking to connect with people working in or with B2B2C organisations which have been successful in driving advocacy across the consumer market, and improving end user...

  • Posted in: CXPA Open Forum

    Hi Matt, I'm the director of analytics at a consulting firm that focuses on customer acquisition, retention & loyalty, and customer experience. What your discussing in your article is a problem...

  • Posted in: CXPA Open Forum

    My CX friends, We have a client looking to do CX/journey mapping research with us, which is terrific! However, they also need us to have a partner who can operate in Indonesia, Malaysia, Taiwan and...


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