Roadmap Report

How To Establish A CX Measurement Program

Seven Steps For Creating The Foundation For A Successful Program

August 15th, 2023
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Martin Gill , Brian Mukasa , Jana Gül , Shayna Neuburg

Summary

Customer experience (CX) leaders must establish a robust program to 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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