Best Practice Report

Top 10 Ways To Rally Your Organization Around Customer Experience Metrics

August 2nd, 2021
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Dylan Czarnecki, null
Dylan Czarnecki
With contributors:
Harley Manning , Scott Ross , Kara Hartig

Summary

Effective customer experience (CX) measurement programs succeed because they engage employees around the most important CX issues and provide insight into what to do about those issues. But employees fail to see CX metrics as relevant or actionable and sometimes find them too hard to access or understand. This report highlights the top 10 tactics that CX professionals can use to rally internal stakeholders around CX metrics by making them more relevant, specific, easy to use, and appealing.

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