Summary
Customer experience metrics are at the heart of an effective CX measurement program. That’s because CX metrics allow organizations to judge the quality of their customers’ experiences and they let organizations identify what to do to improve CX and how the organization would benefit from making these CX improvements. This report answers 10 key questions that CX leaders need to answer in order to better be able to define and measure CX metrics as well as share them internally and use them to drive CX improvements.
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