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For Customer Experience Professionals

Elevate And Scale Your CX Measurement Program

Advance Your Measurement Practices For CX Transformation

October 19, 2017

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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. 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. It also links to additional reports that provide more depth.

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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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