Best Practice Report

Assess Your CX Measurement Program

Evaluate Your Strengths And Opportunities Across Six Dimensions

June 16th, 2023
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Martin Gill , Pete Jacques , Rich Saunders , Richard Sheahan , Colleen Fazio , Larry Robiner , Jonathan Masland , Jana Gül , Rachel Birrell

Summary

CX leaders must evolve their CX measurement programs to excel in six dimensions: strategy, metrics, processes, analytics, people, and governance. To build a roadmap for improving their CX measurement program, CX leaders should identify their strengths and improvement opportunities in these six dimensions.

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