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B2C CX Outcome Metric Inventory

Identify Top Business Metrics To Align CX Efforts With Organizational Goals

August 16th, 2022
Su Doyle, Senior Analyst
Su Doyle Senior Analyst
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Judy Weader , Tina Moffett , Harley Manning , Ananya Suresh , Shayna Neuburg

Summary

B2C customer experience (CX) leaders must show how their efforts contribute to their organization’s key business goals. That’s why they need to include CX business outcome metrics in their CX measurement framework and ROI models. This tool helps CX leaders discover and prioritize B2C business outcome metrics along three key levers — revenue, cost, and resilience.

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