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B2B2C CX Outcome Metric Inventory

Identify Top Business Metrics To Align CX Efforts With Organizational Goals

September 12th, 2022
Su Doyle, Senior Analyst
Su Doyle Senior Analyst
Sam Karpinski, null
Sam Karpinski
With contributors:
Maxie Schmidt , Christina McAllister , Judy Weader , Harley Manning , Ananya Suresh , Shayna Neuburg

Summary

B2B2C professionals who focus on their companies’ customer experience (CX) and intermediary experience (IX) must show how their efforts contribute to their organization’s key business goals. That’s why they need to include CX and IX business outcome metrics in their CX measurement framework and ROI models. This tool helps those leaders discover and prioritize B2B2C business outcome metrics along three key levers for both intermediaries and end customers: revenue, cost, and resilience.

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