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Five Steps for Building a Strong CX Metrics Program

A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal. Despite these benefits, few organizations have actually built a strong metrics program. This report provides a blueprint that organizations can follow to create an actionable CX metrics program, 30 best practices from companies to illustrate what these steps should look like, and an assessment companies can use to both evaluate the effectiveness of their CX metrics program and identify where to focus improvement efforts.

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