Measuring the impact of digital experiences

According to recent research, the trend of consumers adopting digital-centric means of interacting with brands continues to accelerate. Our findings show that consumers are more likely to spend more and return to digital channels when the experience is effortless and evokes positive sentiment. The result is added pressure on businesses to ensure the experiences they deliver in digital channels meet the rising expectations of consumer demands. However, CX leaders and their teams often struggle to equip their digital business partners with the types of quantifiable insights that identify gaps and demonstrate the business value of closing those digital experience gaps. In this report, we provide a model for digital experience metrics and recommendations for improving online experiences.