Best Practice Report

Align Operational Metrics With Customer Experiences Now

Overcome Metrics Contradictions That Stymie CX Improvement Efforts

March 28th, 2024
Rich Saunders, Senior Analyst
Rich Saunders Senior Analyst
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Summary

Most organizations face contradictions between customer feedback and operational metrics, which hurts their decision-making and prevents them from improving the customer experience (CX). CX leaders must take charge of identifying these contradictions and cultivate “customer-correct” metrics — operational performance metrics that reflect the customer experience. CX leaders should escalate their approach from collaborative to unilateral as necessary. This report helps CX leaders ensure alignment between their customer feedback and operational metrics.

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