From Insights To Action: Measuring What Drives CX Success

Accurate Customer Experience (CX) measurement is crucial to avoid costly misalignments. When metrics are mismatched, there is a disconnect between CX activities and the return on investment (ROI) of improving CX, resulting in ineffective strategies and resource wastage. The primary challenge lies in identifying the appropriate metrics—interaction, perception, and outcome—across three levels: overall relationship, customer journeys, and discrete touchpoints.

Join this live webinar with Principal Analyst Riccardo Pasto to gain insights on how to implement a CX measurement program that effectively links the three types of metrics. This program will enable you to understand the impact of CX activities, by determining what happened, how the customer felt about it, and what they do as result of their experiences.

What You’ll Learn:  

• Ways to prioritize a beacon metric that aligns with your organization’s goals 

• Steps to avoid common CX measurement pitfalls 

• Techniques to track, refine, and turn insights into measurable results 

• Tools to show the value of your CX initiatives