Category Customer, CX

3 CX Metrics You Should Be Tracking

“You can’t manage it if you can’t measure it,” is an often-quoted business adage—and very applicable to customer experience (CX). Here are three other metrics approaches CX programs should use to drive action that resolves common customer pain points. #1: Negative Feedback Alerts After establishing processes to collect customer feedback, organizations need to establish practices […]

Sometimes you have to go out and get drunk

“In China, sometimes you have to go out and get drunk with a person – get really, really drunk with a person for a deal.” The room erupts with laughter. Lucep co-founder Zal Dastur’s the one who’s sent the room into stitches. He’s joined by Shekar Sahu, co-founder of HealthcareMagic (he sold the company for […]