How to measure Customer Experience

The key is CX KPI's

Measuring the customer experience throughout their whole journey helps you to understand how customer perception and retention can fluctuate, and gives you options to improve the experience at every touchpoint.

Measuring the customer experience means understanding the context and the journey so well that you are able to use those metrics to perfect the customer journey across the whole organization. In this case, customer-facing KPIs provide more concrete and reliable sources of information.

Aligning brand, journey and community, TCXA creates an all-encompassing KPI vision and strategy. Once all departments are aligned on the KPI framework they can work together to create exclusive, personal experiences.