2022 Customer Experience Imperatives: Measuring What Matters
Mar 23, 2022
11:00 AM EST
In this webinar they’ll discuss:
- Unification of metrics across an organization’s departments to achieve a common goal
- An example of how a measurement framework can be at odds with the intended business impact
- Measuring progress towards a goal through theories of change
- Identify the activities required to produce a business impact
Detailed overview
Customers want a seamless, unified experience in every interaction with a brand. To achieve this, organizations need a clear measurement strategy focused on shared goals.
Marketers should no longer focus on what they can measure to what they should measure: metrics that show incremental progress toward shared goals. By rethinking their approach to data and the inputs and outputs that influence success, brands can influence change to create a cohesive customer experience.
