

344: Scale Your CX Measurement Program
Mar 5, 2024
The podcast discusses the challenges of scaling CX measurement programs across diverse business units and countries. It highlights the importance of unified metrics for effective CX measurement while emphasizing the need for local adaptations. Case studies illustrate the strategies for implementing consistent measurement programs in multinational organizations and the evolution of central teams in global transformations.
Chapters
Transcript
Episode notes
1 2 3 4 5
Introduction
00:00 • 2min
Unified Metrics for CX Programs
02:13 • 5min
Challenges and Strategies in Implementing Consistent Measurement Programs Across Multinational Organizations
06:57 • 2min
Strategic Implementation Planning for Customer Experience Programs
09:07 • 11min
Evolution of Central Teams in Global Transformation
19:38 • 2min