Best Practice Report

Elevate And Scale Your CX Measurement Program

Intermediate Level: Measurement Practices For CX Transformation

February 25th, 2021
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Brian Mukasa , Harley Manning , Faith Adams , Shayna Neuburg

Summary

Once customer experience (CX) pros have established a program for measuring CX in one area of their firm, they can move the measurement program to the intermediate level. This requires adopting best practices to elevate the quality of measurement and scale the program further across the organization. CX leaders should assess their program and validate existing metrics; upgrade business value calculations; improve and automate surveys and dashboards; augment data collection and analysis; and upgrade their approaches to acting upon CX insights. This report, part of the CX transformation playbook, explains how CX leaders can bring their CX measurement program to the next level.

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