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For Customer Experience Professionals

How To Choose The Right CX Beacon Metric

Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric

August 29, 2019

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Why Read This Report

Firms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX professionals shouldn't just default to a standard CX beacon metric that might mislead their organization. This report gives CX pros a tool to choose the best possible CX beacon metric: one that is an effective top-level CX KPI for their firm.

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Table of Contents

  • A CX Beacon Metric Helps Focus An Organization On CX
  • Recommendations

  • Create Conditions For Success Beyond Selecting A Beacon Metric
  • Supplemental Material
  • Related Research Documents

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