Best Practice Report

Measure And Prove The Value Of Your CX Function

How To Track Impact, Stakeholder Engagement, And Operational Efficiency

September 15th, 2023
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Martin Gill , Judy Weader , Su Doyle , Jana Gül , Demi Starks

Summary

CX leaders must prove that their CX function adds value to their organization and that it operates efficiently. That’s why they should track their function’s success across four categories: organizational success, CX capability enablement, stakeholder engagement, and operational efficiency. This report suggests which metrics to measure in each category as well as potential data sources.

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