Framework for Effective Customer Experience Measurement PPT

This PPT slide, part of the 24-slide Customer-centric Organization: Core Capabilities (Part I) PowerPoint presentation, presents a structured approach to measuring Customer Experience (CX) through a pyramid model. At the top, the "CE metric" is emphasized as a key performance indicator directly linked to business outcomes. This metric serves as the foundation for understanding customer interactions and their impact on overall performance.

The next layer focuses on "Journey-experience assessment," which stresses the importance of analyzing customer journeys rather than just touchpoints. This approach aims to provide a comprehensive view of customer experiences, enabling organizations to pinpoint areas for improvement. The slide suggests that understanding performance on each journey is crucial for driving enhancements.

Following this, "Journey analytics and operational key performance indicators" are highlighted. Regular and objective metrics are essential here, as they serve as leading indicators that inform the organization about the effectiveness of each journey. This data-driven approach allows for timely adjustments and strategic decision-making.

The base of the pyramid is the "Organizational and cultural foundation." This section underscores the necessity of employee engagement at all levels. Employees are positioned as vital contributors to assessing customer experiences and identifying operational improvements. The slide also mentions the importance of a change-management framework and fostering a customer-centric culture, which are critical for sustaining improvements over time.

Overall, this slide outlines a comprehensive framework for organizations aiming to enhance their customer experience measurement systems. It emphasizes the interconnectedness of various elements, from metrics to employee involvement, in creating a robust CX strategy.

This slide is part of the Customer-centric Organization: Core Capabilities (Part I) PowerPoint presentation.

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Customer-centric Organization Customer Experience Employee Engagement Customer Journey Key Performance Indicators Customer-centric Culture Analytics

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