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Measuring CX 101

Discover Where and How to Measure CX to Optimize Your Customer Journey

The phrase “measure what matters” is commonly used in most organizations, and nowhere is this saying more applicable than when discussing the customer journey.

If we don’t focus on customer journeys and on delivering the experience our customers expect along those journeys, we end up failing to achieve desired business outcomes. But when we take the time to understand the customer journey and to measure what matters along the way, not only do we achieve our goals to boost revenue, retain customers and build loyalty, but, more importantly, customers achieve their goals as well.

Join Annette Franz, Founder and CEO of CX Journey, and Brad Snedeker, Director of Innovation at Calabrio, for the on-demand webinar Measuring CX 101 to discover when and how to measure CX to optimize your customer journey.

You’ll learn:

  • How to identify where customer journeys break down
  • How to use VOC and contact center data to measure what matters
  • Why this is important
  • What Calabrio’s clients have done to achieve their CX outcomes




Annette Franz, Founder and CEO, CX Journey

Annette is Founder and CEO (Chief Experience Officer, of course!) of CX Journey Inc. She has 25 years of experience in both helping companies understand their customers and employees and identifying what drives retention, satisfaction, engagement, and the overall experience. She is active in the Customer Experience Professionals Association (CXPA), as: an Executive Officer on the Board of Directors, a CX Expert, a CX Mentor, and a SoCal Local Networking Lead. She is also a Certified Customer Experience Professional (CCXP).

Brad Snedeker, Director of Innovation, Calabrio

With over 15 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s Director of Innovation, he ensures that customers have access to the best training available for Calabrio products. He works directly with users to develop new and innovative techniques to implement Workforce Optimization best practices. Workforce Management has been Brad’s primary focus for over 7 years.