How to Manage
Customer Experience Metrics

According to Gartner®, “the majority of large organizations with revenue of more than $1 billion (or the equivalent) have more than 100 CX metrics — some have as many as 400”. So, how can everyone, from CIOs to operational leaders, determine which metrics are truly important?

This foundational report by Gartner® will:

  • show which metrics are crucial for each category relevant to customer experience;
  • provide insight on how these metrics are used to build trackable KPIs for different teams;
  • highlight how to consolidate CX metrics into dashboards benefiting leaders with different decision-making roles; and
  • give “eight general best practices that are relevant to any business metric”.
Download your complimentary Gartner® report.
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Gartner®, How to Manage Customer Experience Metrics, By Ed Thompson, Don Scheibenreif, Michael Chiu. 07 January 2020.

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.