Gartner Research

Use the Hierarchy of Customer Experience Metrics to Drive Action and Validate Business Outcomes

Published: 21 December 2016

ID: G00308279

Analyst(s): Augie Ray , Jennifer Polk

Summary

Marketing leaders with customer experience responsibilities need metrics that balance concurrent and leading indicators of business success and create organizational alignment. This research shows how to use the hierarchy of metrics to diagnose problems, measure results and evaluate your CX program.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Align Customer Experience Metrics to the Right Level and Need to Produce Better Business Outcomes
    • Level One: Business Outcomes — Customer Centricity and CX Maturity
    • Level Two: Strategic Levers and Macro Performance
    • Level Three: Operational Levers and Diagnostics
    • Level Four: Tactical Levers and Optimization
  • Use the BOA Framework to Tie Touchpoints to Tactical CX Metrics

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