Videos

Sudha Bhat, Senior Vice President, Firstsource

Published

on

YouTube video player

She shared insights on measuring CX success through key metrics like NPS, CSAT, first contact resolution, and end-to-end journey tracking. She emphasized that while numbers matter, the true measure of success lies in the customer’s experience—whether their issue was resolved and if they felt valued. Regardless of the metric, customer delight and retention define the impact of a CX program.

Trending

Exit mobile version