Measuring Customer Experience with Dynamics 365 Customer Voice

The success of any business depends on customer experience and measuring it is an essential aspect of improving it. To measure customer experience, it is necessary to have a proper enterprise feedback management system, such as Dynamics 365 Customer Voice. In this blog, the author explains the three main types of customer interactions - products, services, and processes, and how effective feedback management can greatly benefit each one of them. The author also outlines the four different satisfaction metrics - CSAT, NPS, Sentiment, and Custom Score, which can be used to track and measure customer experience, and provides examples of survey questions that can be used to measure them.

The survey responses can be analyzed for valuable insights using Azure Cognitive Services and Customer Voice analytics engine. The results are then stored in Dataverse for further analysis and action. The blog highlights the importance of understanding these metrics while designing a questionnaire to ensure capturing the right insights to improve customer experience.

This blog is an excellent resource for enterprises seeking to measure and improve customer experience.

@mihircrm, the author of this blog, promises to share more insights on tracking and actionable measures in the next blog on the same topic.