The CX Cast 367: The State of CX Measurement
31 snips
Aug 13, 2024 Maxie Schmidt is a Forrester VP and Principal Analyst known for her expertise in customer experience measurement. She discusses the latest survey findings on voice-of-customer practices, revealing optimism in CX maturity for 2024 despite existing challenges. Maxie highlights the critical gaps in current measurement practices, advocating for real-time data over traditional methods. She emphasizes the necessity of embedding metrics into business strategies and the importance of linking data to specific business outcomes to drive strategic influence.
AI Snips
Chapters
Transcript
Episode notes
Maturity vs. Impact
- CX measurement programs show increasing maturity, but struggle with practical application.
- Key challenges include linking CX to business metrics, gaining buy-in, and proving value.
Three-Level Measurement
- Measure customer experience at three levels: relationship, journey, and touchpoint.
- Prioritize journey-level measurement to understand how touchpoints connect, despite its complexity.
Journey Complexity
- Journey-level measurement is feasible for single-channel journeys, especially digital ones.
- Cross-channel journeys require more complex data integration and organizational alignment.