How To Scale CX Measurement Across A Complex Organization
Does your organization span regions, lines of business, and brands? That makes scaling a customer experience (CX) measurement program more challenging; you need to balance consistency and oversight with adaptation and localization.
Find Answers To Crucial Questions In Our New Research
The new report, How To Scale CX Measurement Across A Complex Organization, answers some of the key questions you will face, including:
- Do we need to choose the same CX metric in each part of the organization?
- Should we report one aggregate CX score for the entire organization?
- Should we use weights when we aggregate CX scores across the organization?
- How does a CX team facilitate CX improvement actions at the local, regional, and global level?
- Which tasks do central CX teams take on, and which tasks should local teams take on?
- What aspects of the program should be standardized across the company vs. specific to a line of business or country?
Scale Your Program By Evolving Practices In Six Dimensions Of Maturity
Below is a summary of recommendations for how to evolve practices for strategy, metrics, processes, analytics, people, and governance.
More details and company examples are in the report.
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