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.

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