Five keys to unlocking CX measurement success

Rebecca Flavin, Kristin Youngling Johann, Geoff Berkheimer and Chris Marchegiani

Breaks down five key factors for marketers to consider when engaging with CX measurement.
  • Marketers need to articulate transparent objectives for customer experience (CX) efforts to ensure assignments are focused and there are no unnecessary or missing measurements.
  • Marketers should consider including qualitative data to measurement plans as a way to deepen understanding of consumer behavior and make insights more actionable.
  • Consistent and continuous measurement of the impact of CX initiatives will give marketers a clear view of the impact of their efforts and keep CX measurements relevant....

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