Roadmap Report

How To Establish A CX Measurement Program

Beginner Level: Measurement Practices For CX Transformation

August 2nd, 2021
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Brian Mukasa , Harley Manning , Shayna Neuburg

Summary

Customer experience (CX) leaders must establish robust measurement practices that help them measure CX quality and then drive improvement actions. This report describes seven concrete steps that CX leaders should take to establish a CX measurement program that will fuel their organization’s CX transformation.

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