Best Practice Report

Measure And Prove The Value Of Your CX Function

Track Contribution To Organizational Success And CX Culture, Stakeholder Engagement, And Operational Excellence

August 2nd, 2024
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Martin Gill , Judy Weader , Su Doyle , AJ Joplin , Jana Gül , Demi Starks

Summary

As a CX leader, you must prove the value of the CX function: How does it contribute to the organization? How well does it operate? That’s why you should track your function’s value across four categories: organizational success, organizational culture, stakeholder engagement, and operational efficiency. This report introduces these four categories, suggests which metrics to measure in each, and lists potential data sources.

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