“When I speak with organizations about implementing a customer strategy or furthering their CX objectives, it always comes down to three things: capabilities needed to execute; specific programs to structure the execution; and the metrics we need to assess our performance,” says Jeb Dasteel, Founder of the Customer Strategy Alliance. “Of these three things,” he says, “the one we need to fundamentally rethink is metrics.”
CXPA is partnering with Dasteel and Customer Strategy Alliance on new research to answer questions that will shed new light on how organizations use metrics to advance their CX strategies and objectives, which metrics they use, and who in the organization is using them.
CXPA’s CEO, Greg Melia, CAE, says that the research collaboration and its ultimate findings will help CX professionals make better decisions in regard to measuring its CX efforts. “We are thrilled to work with the Customer Strategy Alliance to get real-world insight into how companies are using metrics to better understand and advance their customer experience.”
Dasteel agrees. “One of the great challenges we have as CX professionals is to sync how we measure customer outcomes, how we measure our own performance, and how we align both perspectives with the way our companies measure operational, strategic, and financial performance.”
Ready to share your perspective on CX metrics? Take the survey here. All respondents will receive a copy of the results when the analysis has been completed.
About Customer Strategy Alliance
The Customer Strategy Alliance is a collaboration forum comprised of a small group of chief customer officers where the members direct topical research on all aspects of customer strategy and share best practices for strategy development and execution. The members are selected to reflect a diversity of business models, industries, and specific areas of focus with the objective of innovating and setting the standard for CCOs and other customer strategy executives in customer engagement, customer feedback/analytics, customer success, customer marketing, and customer-driven transformation.
About CXPA
Founded in 2011, the Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. The CXPA supports the professional development of its members and advances the field by providing shared best practices and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of Customer Experience.
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