As the chill of winter quietly settles over Sydney, I find warmth not just in my hands wrapped around a steaming mug of coffee but also from an unassuming treat bursting with rich and complex flavors of caramelized vanilla and rum. And this treat is none other than the humble canelé.

If you’ve ever tried making canelé by yourself, you’ll know how notoriously difficult it is to get right. Often, the crust fails to form properly or the interior ends up overcooked or rubbery. Achieving perfection requires a delicate balance of technique, precision, quality ingredients, and experience — the same recipe for success that digital or customer experience (CX) leaders need to ensure that customers enjoy exceptional digital experiences.

Unfortunately, many leaders across various organizations don’t yet understand the nuanced balance required for success. To create the perfect canelé (or outcome), factors such as oven temperature, mold preparation, batter consistency, baking time, and ingredient ratios all matter. Similarly, if your organization aims to increase customer lifetime value, what metrics should you track to ensure the right balance?

In our research, we found that many leaders track digital experience (DX) metrics in isolation. This approach often results in struggles to drive key business outcomes and continuously improve customer experiences.

 

Mature firms, however, take a different approach. They relentlessly connect DX metrics to business and customer outcomes, combining quantitative and qualitative data to uncover deeper insights into the behaviors that drive these outcomes. More importantly, they follow a disciplined methodology to ensure that they are tracking the right DX metrics that lead to meaningful customer and business impacts.

Join me for my keynote session, “How To Measure Digital Experiences,” at CX Summit APAC in Sydney to understand:

      • The four types of datasets to collect.
      • How to link DX measurement to business and customer outcomes.
      • The role of emerging tech in DX measurement.

If you haven’t already registered for our event, click here to register. Hope to see you there!

(Photo credit: Pixabay)