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For Customer Experience Professionals

The Top 10 CX Measurement Questions Answered

June 6, 2018

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Why Read This Report

To measure customer experience (CX), CX pros need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so. They also need tools and processes to turn CX measurement insights into actions that improve CX. This report answers the 10 most common questions that CX professionals agonize over when it comes to CX measurement. This is an update of a previously published report; it reflects new naming of the types of CX metrics and levels of CX measurement, as well as new questions around the importance of CX measurement and how to build a measurement program.

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Table of Contents

  • Want To Manage Customer Experience? You Need To Measure It First
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