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For Customer Experience Professionals

Elevate And Scale Your CX Measurement Program

Intermediate Level: Measurement Practices For CX Transformation

November 28, 2018


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This report is part of "Act: Intermediate Level" in The CX Transformation Playbook.

Why Read This Report

Once organizations have established a minimum viable program for measuring customer experience (CX), they are ready to move on to the next phase — advancing the measurement program to the intermediate level. This requires adopting best practices to elevate the quality of measurement and scaling the program across the organization. This report, part of the CX transformation playbook, explains how.

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Table of Contents

  • Advance CX Measurement To Direct Organizationwide Transformation
  • Elevate The Discipline Of The Measurement Program
  • Scale The Measurement Program Across The Organization
  • Recommendations

  • Build The Infrastructure And Culture Needed To Sustain Measurement
  • Supplemental Material
  • Related Research Documents

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