Marketing

CX measurement ‘crucial’ for determining value

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April 12, 2023

The ability to measure the return on investment when it comes to customer experience initiatives is "crucial" for demonstrating the value of investment to stakeholders.

That's a prime finding of a Clootrack study that polled 20 global CX leaders from top brands.

The feedback, according to a press release, reveals jusitification of CX value and business impact is paramount for retaining CX programs and teams.

While CX metrics, such as the Net Promoter Score, Customer Satisfaction Score or Customer Effort Score, are employed extensively and are suitable for assessing the state of customer experience programs, they don't tell the returns on the investment in terms of a financial benefit or a cost reduction, according to the study findings.

The study also focused on the importance of long-term CX outcomes and deploying the right technology with a continuous improvements process.