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• Report How To Establish A CX Measurement Program

  Beginner Level: Measurement Practices For CX Transformation

  February 25, 2021 | Faith Adams, Maxie Schmidt-Subramanian

  Customer experience (CX) transformation requires companies to quantify experience quality and its link to the organization's overall metrics. To do this, CX leaders must establish robust...

• Report Elevate And Scale Your CX Measurement Program

  Intermediate Level: Measurement Practices For CX Transformation

  February 25, 2021 | Maxie Schmidt-Subramanian

  Once customer experience (CX) pros have established a program for measuring CX in one area of their organization, they are ready to move the measurement program to the intermediate level. This...

• Report Three Imperatives For Advanced CX Measurement Programs

  Advanced Level: Measurement Practices For CX Transformation

  February 24, 2021 | Maxie Schmidt-Subramanian

  Once customer experience (CX) transformation leaders have evolved and scaled their CX measurement program, they need to further advance its effectiveness and efficiency. This report lays out three...

• Report Level Up Your CX Prioritization By Thinking In Multiple Dimensions

  Intermediate Level: Prioritization Practices For CX Transformation

  February 8, 2021 | Judy Weader

  Reaching an intermediate state of customer experience (CX) prioritization maturity requires increasing the sophistication of the modeling process. This report provides an updated intermediate-level...

• Report The ROI Of CX Transformation

  The Business Case Report In The CX Transformation Playbook

  January 22, 2021 | Maxie Schmidt-Subramanian, Sam Karpinski

  Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...