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For Customer Experience Professionals

Establish A CX Measurement Program In Seven Steps

Establish Your Measurement Practices For CX Transformation

October 19, 2017

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

Why Read This Report

Customer experience (CX) transformation requires companies to quantify the quality of experiences and their link to the organization's overall metrics. To do this, CX leaders need to establish robust measurement practices, but for most firms, that's a tall order. This report describes how to establish a measurement program and leverage it to continue to power a CX transformation. It also links to additional reports that provide more depth for when you're ready to advance your measurement competency.

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Table of Contents

  • CX Measurement Requires A Change Of Perspective
  • Follow Seven Steps To Establish Your CX Measurement Program
  • Recommendations

  • Ensure The Success Of Your CX Measurement Program
  • Supplemental Material
  • Related Research Documents

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