Using CPO to understand and enhance your customer journey
Discover the importance of tracking contacts per order (CPO) as a key metric for understanding customer behavior and optimizing the customer experience in this Gladly Connect Live 2023 breakout session with CX expert Paul Whitaker.
He shares best practices for implementing CPO and using it to identify areas where customers may be encountering challenges or issues. You’ll learn how to use the metric to measure progress over time and identify areas for improvement, such as reducing the number of contacts required to complete an order.
Watch today to learn
The steps to effectively track Contacts Per Order and use it as a critical metric for understanding customer behavior
How CPO can highlight friction points where customers are encountering challenges, helping you streamline the process
How tracking CPO over time allows you to monitor improvements and make data-driven adjustments to enhance the overall customer experience
Featured speakers
Paul Whitaker
Customer Experience,
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