Laser-Focus on the Right CX Metrics for Success

Sean Albertson, head of client experience measurement and analytics with Charles Schwab, began his CX journey on the front lines in contact centers in the mid-1990s. He managed service teams, quality and training programs, and created knowledge management tools early in his career.

Moving into this century, Albertson began to place a focus on surveys, analytics and market research. He continued to expand his influence through the early 2000s to improve customers’ experiences in roles across marketing, product and pricing, and even spent some time in IT translating CX concepts into technology and digital solutions. 

Albertson caught up with CMSWire Editor-in-Chief Rich Hein and Managing Editor Dom Nicastro of CMSWire's CX Decoded to discuss his approach to measuring CX success.