Best Practice Report

How To Measure Digital Customer Experience

January 1st, 2018
With contributors:
Brandon Purcell , Harley Manning , James McCormick , Dylan Czarnecki , Kara Hartig

Summary

Customer experience (CX) pros struggle to measure digital CX. Without effective measurement efforts, however, they’re sure to create substandard digital experiences for customers. To succeed at digital measurement, CX pros must overcome hurdles like siloed metrics, complicated root causes, and organizational failures to take action on measurement insights. This report provides tools and processes that offer a path forward for CX pros seeking to measure and improve digital experience quality.

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