How To Scale CX Measurement Across A Complex Organization

Summary
Scale CX Measurement Programs By Evolving In Six Dimensions
1. Strategy: Define Your Mandate And Goals, Then Increase Scale Deliberately
2. Metrics: Template Organizationwide CX Metrics With Local Inputs
3. Processes: Simplify Scoring, Contextualize Targets, Support Stakeholders
- Report Organizationwide CX Scores With Caution And Context
- Define Targets That Consider Each Organizational Unit’s Conditions
- Support Stakeholders In Organizational Units To Track CX And Identify Needed Improvements
4. Analytics: Unify Technology, Seek High-Quality Benchmarks
- Unify And Simplify Measurement Technology
- Benchmark Against Your Past Performance And Competitors, Not Across The Organization
5. People: Extend CX Team Skills And Stakeholders’ Program Understanding
6. Governance: Develop And Evolve Standards, Coordinate Measurement Tasks
- Develop And Evolve Measurement Standards With Local Inputs
- Allocate And Coordinate CX Measurement Tasks
- Coordinate CX Improvement Actions Across The Organization
Supplemental Material
- Research Methodologies
- Companies We Interviewed For This Report

Summary

Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measurement with an appropriate level of autonomy for organizational units. This report shows how CX leaders can scale and mature their CX measurement practices across a complex organization by evolving specific measurement practices across six dimensions: strategy, metrics, processes, analytics, people, and governance.

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How To Scale CX Measurement Across A Complex Organization

Build Effective CX Measurement Practices In Organizations That Operate Across Markets, Brands, And Lines Of Business

Summary