Best Practice Report

Create A CX Beacon Metric That Measures Whether Your B2C And B2B Customers Are Getting The Experiences You Promise

June 23rd, 2020

Summary

Avanade, a B2B professional IT services and consulting firm with over 36,000 experts operating in 24 countries, designed a custom CX beacon metric (CXI) to measure whether its experiences live up to its CX vision. Avanade’s CXI is the average of three factors that are in turn calculated based on clients’ perceptions of Avanade’s performance on nine “CXI influencers.” Avanade uses this score to understand the experience of individual accounts as well as segments of clients. In this report, CX professionals can learn from Avanade’s beacon metric.

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