Best Practice Report

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

August 28th, 2023
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Martin Gill , Jana Gül , Demi Starks

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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