Roadmap Report

The Journey Measurement Framework Applied In B2C And B2B

A Journey Measurement Series Report

November 18th, 2018
With contributors:
David Truog , Amanda Chen , Shayna Neuburg


CX pros need a customer journey measurement framework to measure and manage journey performance. To create such a framework, CX pros must define in-journey signals and end-of-journey success metrics. These metrics must reflect company and customer goals as well as expectations for journey steps and journey flow. This report provides illustrations of in-journey signals and end-of-journey success metrics for a B2B and a B2C journey; CX pros can use these as a starting point and inspiration for their journey measurement efforts.

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