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Why Your CX Metrics Might Be Lying To Yo
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What if your customer experience (CX) metrics were telling you the wrong story—and you didn’t even know it? In this episode of Breaking the Blueprint, hosts Vinay Parmar and Iqbal Javaid are joined by James Adamczuk, CX Evangelist for Zoom, to challenge the metrics that dominate boardroom dashboards. From his background in finance and digital transformation to becoming a leading CX strategist, James offers rare insights that connect data, emotion, and real business outcomes.
James shares why many organizations are stuck chasing vanity metrics like NPS and CSAT, while missing the deeper insights hidden in customer conversations. If you're a contact centre leader or CX strategist, this episode will shift your thinking. You'll learn how emotional intelligence in your contact centres can lead to powerful loyalty, how to uncover the truth behind your customer journeys, and how AI is transforming the way we extract meaningful data.
From uncovering the real value of verbatim feedback to using emotional sentiment for brand strategy, this episode goes deep. You’ll also discover how flawed benchmarking can mislead your strategy and why your “satisfied” customers might be anything but. This isn’t just a chat—it’s a call to evolve your CX mindset and get smarter with your data.
CX professionals, C-suite leaders, and anyone invested in driving true customer advocacy—this one’s for you. Join us on this journey into smarter, more human CX. Don't forget to subscribe and stay ahead of the curve:
https://www.youtube.com/@BreakingtheBlueprint?sub_confirmation=1
Show Links
Vinay on LinkedIn: https://www.linkedin.com/in/vinayparmar/
Iqbal on LinkedIn: https://www.linkedin.com/in/iqbal-javaid/
James Adamczuk on LinkedIn: https://www.linkedin.com/in/jamesadamczuk/
Catch us on your favourite podcast directory: https://www.breakingblueprint.buzzsprout.com/share
[00:00:00] - Gain REAL value from your CX data & metrics
[00:02:00] - Highlights
[00:01:13] - Episode Begins
[00:02:25] - Metrics Gone Wrong
[00:04:05] - Metrics That Actually Matter
[00:05:45] - CX Leader Spotlight
[00:06:49] - From Finance to CX Pioneer
[00:08:30] - CX Metrics Gone Wrong
[00:10:09] - Contact Centre Metrics Revolution
[00:14:40] - NPS That Converts
[00:15:42] - Benchmark or Blindspot?
[00:18:15] - Unlock Hidden NPS Value
[00:20:09] - Data-Driven Innovation Secrets
[00:22:08] - Data-Driven CX Evolution
[00:23:02] - Expert CX Consultation
[00:24:28] - Metrics That Matter
[00:24:58] - Metrics Mindset Shift
[00:25:22] - Beyond Vanity Metrics
[00:28:19] - Unlocking Contact Centre Gold
[00:29:16] - AI Transforms Customer Intelligence
[00:31:31] - Emotional Customer Intelligence
[00:36:06] - Measuring Customer Emotions
[00:39:00] - Referral ROI Secrets
[00:40:04] - Mining Customer Gold
[00:40:56] - Actionable CX Metrics
[00:41:32] - Closing Remarks
#CXMetrics #CustomerExperience #ContactCentreInsights #CustomerLoyalty #DataDrivenCX
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