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Session 701: Seven Steps for Building a CX Dashboard That Drives Results

Sue Duris (Cofounder and Director, Marketing and Customer Experience, M4 Communications)

Location: Panzacola H1/2

Date: Friday, April 12

Time: 9:00am - 10:00am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Metrics

Format: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

According to Forrester, less than one-quarter of organizations are aligning their customer experience (CX) metrics with business outcomes. Echoing those findings, Harvard Business Review Analytic Services study, 45% of respondents said they found it very difficult to tie CX investments to business outcomes. This has been a tough nut to crack for CX practitioners. Determining CX ROI, attributing it to the achievement of business outcomes, and optimizing your CX requires more than just listening to your customers. You must understand your data and what's behind the numbers before you can take action.

In this session, attendees will learn how a CX dashboard impacts customer and business outcomes, the elements of a sound CX dashboard, metrics to benchmark and why they must be chosen carefully, and walk away with a blueprint they can use to create their own actionable CX metrics programs.

Presentation Files