How to Manage Customer Experience Metrics

Customer Experience (CX) is crucial to the success of your business and is a focal point for large organizations. However, managing and measuring customer experience is becoming increasingly difficult, posing a greater challenge to marketing and CX leaders.

CX metrics can help overcome many obstacles and, according to Gartner®, “can be used to communicate the rationale for previous investments; validate whether improvements to the customer experience have taken place; set goals and targets for future improvements; or intervene when remedial action is needed”.

To help navigate this, we are providing you with this complimentary Gartner research to help you establish and manage CX metrics in your organization.

Download the full report to discover:

  • Recommendations for leaders responsible for supporting customer experience initiatives
  • Examples of commonly used customer experience metrics by category
  • Best practices that are relevant to all metrics
  • Advice on how to differentiate between metrics and KPIs

How to Manage Customer Experience Metrics, refreshed- 4 May 2021, Published 7 January 2020, Ed Thompson et. Al.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.


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