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Leading and Lagging Indicators in CX
Manage episode 506687159 series 3424323
Navigating today’s uncertain business landscape means balancing what’s behind us with what’s ahead. In this episode, we explore how CX leaders can use leading indicators to predict satisfaction while relying on lagging metrics to evaluate performance.
Rather than collecting more data, it’s about collecting the right data—spotting early signals in engagement patterns, service inquiries, and employee feedback before they show up in CSAT or NPS. We also look beyond internal data to market trends, competitor activity, and global behavior shifts to understand evolving customer expectations.
As technology—and customer access to AI—advances, the information gap is shrinking. CX leaders must rethink how they deliver value in this new reality. By blending historical insights with forward-looking indicators, we can move from reporting what happened to shaping what happens next.
What signals are you watching for in your business?
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)
Chapters
1. Question About Leading & Lagging Indicators (00:00:00)
2. Understanding Indicators in CX (00:02:09)
3. Identifying Powerful Leading Indicators (00:04:34)
4. Employee Experience as Early Warning (00:07:19)
5. Looking Beyond Your Company Data (00:08:24)
6. Preparing for Technology's Impact (00:11:01)
7. Conclusion and Call to Action (00:12:45)
134 episodes
Manage episode 506687159 series 3424323
Navigating today’s uncertain business landscape means balancing what’s behind us with what’s ahead. In this episode, we explore how CX leaders can use leading indicators to predict satisfaction while relying on lagging metrics to evaluate performance.
Rather than collecting more data, it’s about collecting the right data—spotting early signals in engagement patterns, service inquiries, and employee feedback before they show up in CSAT or NPS. We also look beyond internal data to market trends, competitor activity, and global behavior shifts to understand evolving customer expectations.
As technology—and customer access to AI—advances, the information gap is shrinking. CX leaders must rethink how they deliver value in this new reality. By blending historical insights with forward-looking indicators, we can move from reporting what happened to shaping what happens next.
What signals are you watching for in your business?
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)
Chapters
1. Question About Leading & Lagging Indicators (00:00:00)
2. Understanding Indicators in CX (00:02:09)
3. Identifying Powerful Leading Indicators (00:04:34)
4. Employee Experience as Early Warning (00:07:19)
5. Looking Beyond Your Company Data (00:08:24)
6. Preparing for Technology's Impact (00:11:01)
7. Conclusion and Call to Action (00:12:45)
134 episodes
All episodes
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