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Learn why CX insights without execution don’t improve quality and how to turn feedback findings into real

Learn what Customer Experience Management (CXM) really is, how it works in practice, and how it turns

Learn how CSAT, CES, and NPS differ, when to use each metric, and how to measure customer

Learn how to link experience quality with business KPIs, why correlations aren’t always immediate, and why long-term

See why averages often mislead in customer feedback and how segmentation reveals real experience problems that drive

Learn what CX drivers are, what they are not, and why they explain customer ratings and turn

Learn what a touchpoint really is, why it’s a decision moment—not a survey slot—and where, when, and

Learn what Customer Journey is – and what it is not – and how to use it

Learn the difference between operational and strategic feedback – and why collecting feedback alone doesn’t improve customer