Crossword Puzzle: Customer Experience Metrics and ROI

Metrics, Measurement and ROI 1

Name: CEW 2019: Solution-driven events Africa
Start: 2019-07-11T08:00:00+02:00
End: 2019-07-11T17:00:00+02:00
Location: Johannesburg, South Africa

102

105

106

107

108

109

110

111

112

113

118

131

138

151

152

153

154

155

169

170

171

191

211

Across

1-11 :___ research is related to the what, when, where and who of customer experience.
37-40 :Customer loyalty is an example of a "___ metric".
61-63 :___ = Net Profit divided by Investment x 100.
71-79 :Measuring ___ engagement is actually measuring enjoying or not enjoying an interaction.
105-113 :Typical business cases usually rely on ___ metrics for Cost Benefit Analysis.
151-155 :Meeting customer ___ may be considered the bedrock of effective customer experience.
169-171 :Many companies are most challenged by linking and integrating ___ (abbreviation) to business outcomes.

Down

2-102 :Customer ___ is essentially focused on promoting ease of use, simplicity and effortless interaction with customer touchpoints.
11-211 :Choosing the customer ___ to measure is the first step when creating a customer experience measurement framework.
18-138 :___ metrics is becoming the widely accepted best practice for quantifying the customer experience.