Understanding if you are delivering a great CX is key to your success. Most companies measure NPS and/or CSAT. Either of these metrics can serve as a scorecard. But they are limited – they tell you about the CX you delivered, after your customers have formed an opinion. Wouldn’t it be better to identify factors that lead to a good, or bad, CX and measure (and improve) those before you see a drop in NPS or CSAT? In this SlideShare, you will learn a comprehensive approach to CX measurement.

1. NPS is Dead, Long Live NPS!

2. Today’s Presenters
Docia Myer
Chief Innovator
Elizabeth Magill
Sr. Director, Product Marketing
3A Consulting
2
3A Consulting

3. NPS’
Elizabeth Magill

4. • The Importance of Measuring CX
• What is NPS?
• Comprehensive Approach to CX Measurement
• Cyara CX Assurance Platform
• Wrap up
Agenda
4
3A Consulting

5. Customers Have High Expectations
Buyers will pay more for
better customer
experience*
Consumers expect
consistent experience
across channels**
$
86% 75%
*Walker, Customers 2020: A Progress Report
**Salesforce, State of the Connected Customer, 2016
***Aberdeen Group
5
Strong Weak
9.5% 3.4%
Revenue growth for companies
with strong vs. weak
omnichannel CX strategy***

6. How Good is Your Service?
Source: Bain Customer Led Growth diagnostic questionnaire, n = 362;
Satmetrix Net Promoter database, n = 375
80% 8%
“We Provide Superior Service” “We agree”
6

7. If you can’t measure it,
you can’t manage it.
Peter Drucker

8. • The Importance of Measuring CX
• What is NPS?
• Comprehensive Approach to CX Measurement
• Cyara CX Assurance Platform
• Wrap up
Agenda
8
3A Consulting

9. 9
Other big picture metrics
NPS is one of
several ways to
measure
customer
satisfaction.
Others include:
• CSAT
• NPS
• Churn
• Retention
3A Consulting

10. What is NPS?
3A Consulting

11. But Customers Don’t Tell You They Are Upset
96%
of customers don’t
voice complaints
Source: “Understanding Customers” by Ruby Newell-Legner
11
3A Consulting

12. • The Importance of Measuring CX
• What is NPS?
• Comprehensive Approach to CX Measurement
• Cyara CX Assurance Platform
• Wrap up
Agenda
12
3A Consulting

13. Leading Indicators
13
Leading indicators is a term used in economics
that refers to a measurable economy factor
that changes before the economy starts to
follow a particular pattern or trend. Leading
indicators are used to predict changes in the
economy.
Economic Leading Indicators:
• Average Weekly Hours Worked
• New orders for capital
• Unemployment insurance applications
This same concept can be applied to your
customer experience. While NPS or CSAT may
represent your goals, there or other KPIs that
will predict if your NPS or CSAT will increase or
decline.
3A Consulting

14. Comprehensive CX Measurements
14
Gartner: CX Boot Camp – Customer Experience Metrics 101, 12/17
Hierarchical
Business
Results
NPS
Leading
Indicators
Causal
Gartner’s model for CX
metrics is hierarchical,
showing metrics at
different levels from
business outcomes all
the way down to tactical
levers for optimization
The Gartner model
aligns with our concept
of a causal structure,
where our bottom rung
are leading indicators,
which align with
Gartner’s level three and
level four.
3A Consulting

15. Big Three Format
• We break down leading
indicators into three
categories.
• Quality
• Delivery
• Interactions
15
3A Consulting

16. Quality
16
• The first dimension is the quality of the
product or service.
• For products, typical quality metrics
might include:
• Defects per unit or million
opportunities
• Labor productivity
• Total cycle time
• First pass yield
• For services, you might be looking at
• Quality of the interaction
• Number of customer complaints
• Scope creep
3A Consulting

17. Delivery
17
• The second category of leading
indicators is delivery. Typical delivery
measures would be:
• On-time
• As-promised
• Date changes
• Quality-of
3A Consulting

18. Interactions
VoiceDigitalFace-to-Face
18
The third category of leading indicators is Interactions, which can take
place face-to-face, or through digital or voice channels. Digital and voice
may be self-service, or they may involve a person providing assistance.
Many interactions are managed through the contact center.

19. 19
Two Dimensions of Great CX: Agility and Operational Quality
Digital and Voice Interactions
Digital and voice interactions
rely on technology.
On the Agility side, it’s all about
how nimble you are at
developing and delivering new
features into your contact center
On the Operational quality side,
it’s all about how smoothly your
systems run in production.

20. Digital and Voice Interactions
Agility
Time to deliver new features
Development time % spent on new
features
Accurate and complete code %
Time to roll forward/back changes
Time to detect defects
Quality
Successful deployments %
Number of Sev 1/ Sev 2/ Sev 3 defects
Test coverage, and monitoring coverage and
frequency
Bad interactions (stuck, dropped, latency,
poor voice quality)
Routing, data and prompt accuracy
20
KPIs for Agility and Quality in Digital and Voice Interactions

21. • The Importance of Measuring CX
• What is NPS?
• Comprehensive Approach to CX Measurement
• Cyara CX Assurance Platform
• Wrap up
Agenda
21
3A Consulting

22. Comprehensive CX Assurance Platform
Cruncher
Performance Testing
Velocity
Design Driven Assurance
Pulse
Production Monitoring
22
• Cyara’x CX Assurance Platform provides testing and monitoring across the development and production
lifecycle for digital and voice interactions. We test and monitor from the customer perspective by creating
synthetic interactions between your customers and your systems and agents, providing insight into where
things are working, and where they aren’t.
• We improve your agility metrics by connecting design to testing, maximizing automation throughout that
process, and accelerating your development speed, while ensuring quality.
• We improve operational quality metrics by monitoring in real-time, ensuring your CX is operating in
production as you intended.

23. Real-Time Visibility to Operational Metrics
23
Some of the prompts
failed to play
For example, Cyara’s monitoring solution can help
you identify in real time if systems are answering
and responsive, and if correct prompts are playing.

24. ROI Benefits Realized By Cyara Customers
24
90%
Test
coverage
Faster to
market
Less time per
test
SPEED EFFICIENCY QUALITY
2 - 3X
40%
to
70%
Cyara customers
• Accelerate their development cycles by 40-70% and get their innovations to market faster
• Reduce time per test by 2-3X, freeing up resources
• Improve quality by testing more of their customer journeys – routinely increasing test coverage by
80% and achieving test coverage as high as 90%

25. • The Importance of Measuring CX
• What is NPS?
• Comprehensive Approach to CX Measurement
• Cyara CX Assurance Platform
• Wrap up
Agenda
25
3A Consulting

26. Key Take Aways
• NPS is great for measurement
• Testing can create linkage between existing metrics
• Leading indicators include quality of self-service
and enabling technology
• Measurement alone isn’t enough, need process for
action
• Attacking indicators will change NPS
• It’s not rocket science
26
3A Consulting

27. Learn More
650-549-8522
hello@cyara.com
Cyara.com
@GetCyara
Cyara
3A Consulting
Docia Myer
Chief Innovator
703-975-8452
dociamyer@me.com
27
3A Consulting

28. Title Only Layout
28