Deliver Exceptional Customer Care Across All Channels

Martha Brooke

Chief Customer Experience Analyst & Founder
Interaction Metrics


Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma. To dramatically improve the Customer Experience (CX), Martha founded Interaction Metrics in 2004. Martha and her team of analysts use advanced customer listening methods to pinpoint gaps, friction points, and missed opportunities between companies and their customers. 

Martha spurs dialogue about Customer Experience through her top-rated conference sessions and workshops. She also shares critical observations of customer surveys and customer service and through her blog which is syndicated by CustomerThink and other portals. In addition, she’s frequently interviewed on topics such as the pros and cons of Net Promoter Score for podcasts and panels around the world. Prior to Interaction Metrics, Martha worked for two dotcoms, and, where she drove improvements into the customer experience.






Smart Customer Service 2019
Monday, April 29, 2019
1:15 p.m. - 2:00 p.m. A103: 15 Practical Ways to Improve Your Customer Listening

Customer Service Experience 2014
Wednesday, August 20, 2014
Keynote 11:45 a.m. - 12:30 p.m. CLOSING KEYNOTE PANEL: The Future of Customer Service

Customer Service Experience 2013