Best Practice Report

Seven Steps To Successful Customer Experience Measurement Programs

February 4th, 2016
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Harley Manning , Megan Burns , Dylan Czarnecki , Kara Hartig

Summary

Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. Over time, CX pros will determine which customer experiences matter most to outcomes and which metrics best measure them. To stay relevant, CX professionals need to systematically and continuously review the key decisions for their CX measurement program. This report provides a performance management framework for key decision-making in a seven-step process that customer experience professionals must follow if they want to optimize their efforts on the path to customer experience maturity.

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