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The CX Paradox: 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It

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SM The CX Paradox – 3 Ways Measuring Your Customer Satisfaction Could Actually Damage It –


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SM The CX Paradox Introduction Qualtrics Overview The CX Goal The CX Paradox The Solution


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SM Braydon Anderson Aaron Robison


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The World’s Leading Insight Platform PROVO / USA DUBLIN / IRL SYDNEY / AUS SEATTLE / USA DALLAS / USA 8K + Brands & Organizations 2M Users 99 of the top 100 business schools Used In + 90 Countries +


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All your insights in one place Customer Insights Employee Insights Market Insights Voice of the Customer Programs 360-degree Employee Feedback Ad Testing Customer Satisfaction Surveys Net Promoter Systems Website Experience Feedback Employee Engagement Surveys Employee Satisfaction Surveys Exit Interviews Concept Testing Market Research Academic Studies


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SM The CX Goal


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to improve the customer experience and drive outcomes


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SM The CX Paradox


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sometimes measuring CX can get in the way of a good customer experience


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The CX Paradox Over Surveying Customers Opt Out Management in Silos Non-Native Feedback Experience


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The CX Paradox Solution Control Contact Frequency Respect Opt Outs Native Feedback Experience


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The CX Paradox Solution Control Contact Frequency Respect Opt Outs Native Feedback Experience


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feedback has to feel natural


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feedback has to be native to the experience


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NATIVE FEEDBACK Twitter


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NATIVE FEEDBACK Twitter


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NATIVE FEEDBACK Citrix


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NATIVE FEEDBACK Citrix


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NATIVE FEEDBACK Citrix


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NATIVE FEEDBACK In-email surveys


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NATIVE FEEDBACK In-email surveys


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“The feedback experience shouldn’t be longer than the interaction with your brand”


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The CX Paradox Solution Control Contact Frequency Respect Opt Outs Native Feedback Experience


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