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.