Trends Report

Define Proxy Metrics That Link Customer Experience To Profit And Shareholder Returns

February 28th, 2020

Summary

Categorize CX metrics according to which financial metrics they influence. Chart the stakeholders and financial metrics connected to each CX metric. Visualize component parts of the experience and their financial value. Combine metrics to draw a path between CX and profit. Use CX metrics that reflect the revenue recognition patterns of your firm’s financial metrics.

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