On this episode of CXNext, I continue my interview with Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In this second part of our three-part conversation, we discussed a shift in metrics from moment-in-time metrics to more real-time analytics, and how can you better drive your organization forward.

What we talked about:

• Why things like health engagement scores and C-SAT are better ways to look at how you measure success in the world of customer experience
• How to transition from focusing on operational cost management into customer value, customer relationship, and customer centric data
• What works when tying contact centers into lifetime value
• How to build metrics to tell your brand's story in a constructive way
• ...And what changes you can make to create productive dialogue between agent and customer.