The customer experience is becoming a major issue for companies these days. Providing a positive customer experience can help them acquire and retain customers. However, improving the customer experience is a huge topic, involving both the strategic and operational sides. It is therefore a subject that requires forethought on the part of the different departments involved. INO advises its customers to start by making an inventory of communication channels and points of contact. To do this, let’s zoom in on 8 indicators to keep a close eye on, and the conclusions to be drawn from them.