When CX metrics mislead, fragment, derail, and corrupt the culture — as opposed to informing, aligning, guiding, and cultivating it — CX leaders must step in. This report shows how to design CX metrics that are grounded in evidence of observable cues rather than just picking them; and it lays out how to excel at the necessary prework of metrics design — i.e., creating a set of meaningful, measurable, and aligned CX goals that you know how to achieve.