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Tag: EVI

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What is Emotional Value Index®?

Emotional Value Index (EVI®) is a CX KPI designed to measure emotional experience. It tries to capture customers’ emotional engagement with the brand as they go through different stages of the customer journey. In this regard, emotional experience is customer experience evaluated using emotions.

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Customer experience analytics

Why NPS is not enough?

Ah, the NPS! The celebrated KPI was considered phenomenal when it first arrived decades ago. You might be familiar with it too.  The Net Promoter

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