Summary
Once customer experience (CX) transformation leaders have evolved and scaled their CX measurement program, they need to further advance its effectiveness and efficiency. They must start tapping the vast amounts of data from customer interactions to score the CX quality of more experiences; base corporate-level CX metrics on more data; and identify, prioritize, and remedy CX issues across data sources. This report lays out three imperatives that CX pros must embrace to create advanced CX measurement programs.
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