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For Customer Experience Professionals

How To Measure Digital Customer Experience

Performance Management: The Digital Customer Experience Improvement Playbook

March 30, 2016


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This is the Performance Management report in The Digital Customer Experience Improvement Playbook For 2020.

Why Read This Report

Customer experience (CX) pros struggle to measure digital CX. Without effective measurement efforts, however, they're sure to create substandard digital experiences for customers. To succeed at digital measurement, CX pros must overcome hurdles like siloed metrics, complicated root causes, and organizational failures to take action on measurement insights. This report provides tools and processes that offer a path forward for CX pros seeking to measure and improve digital experience quality.

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Table of Contents

  • CX Professionals Face Hurdles When Measuring Digital Experiences
  • The Recipe For An Effective Digital CX Measurement Program
  • Recommendations

  • Make Digital CX A Group Effort
  • What It Means

  • Digital CX Measurement Is About To Get More Sophisticated
  • Supplemental Material
  • Related Research Documents

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