For Customer Experience Professionals

Seven Steps To Successful Customer Experience Measurement Programs

    Why Read This Report

    Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This report provides a performance management framework for key decision-making in a seven-step process that customer experience professionals must follow if they want to optimize their efforts on the path to customer experience maturity. This is an update to "Seven Steps To Successful Customer Experience Measurement Programs," originally published on June 27, 2013.
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    TABLE OF CONTENTS

    • Today's CX Measurement Programs Mean Well But Lack Discipline
    • How To Design And Implement A Successful CX Measurement Program
    • RECOMMENDATIONS

      Refine Your CX Measurement Over Time
    • Supplemental Material
    • Related Research Documents