Best Practice Report

Three Imperatives For Advanced CX Measurement Programs

Advanced Level: Measurement Practices For CX Transformation

February 24th, 2021
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Brian Mukasa , Harley Manning , Faith Adams , Shayna Neuburg

Summary

Once customer experience (CX) transformation leaders have evolved and scaled their CX measurement program, they need to further advance its effectiveness and efficiency. They must start tapping the vast amounts of data from customer interactions to score the CX quality of more experiences; base corporate-level CX metrics on more data; and identify, prioritize, and remedy CX issues across data sources. This report lays out three imperatives that CX pros must embrace to create advanced CX measurement programs.

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