This is CX, Episode 11: Measuring CX - the art of the survey

In our eleventh episode, we discuss the art of the survey, CX professionals' go-to tool to begin measuring customer experience, specifically to understand what makes up a good survey and how we can start to reduce the dreaded survey fatigue. In addition, we chat a little bit about some of the issues United has dealt with and talk about text analytic tools to help analyze surveys.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.