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Episode 25: A Framework to Measure Customer Experience
Manage episode 289948192 series 2910920
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In this episode, Mike and Paul welcome Mike Rowland, a Director in WMP's CX Practice and leader of the CX Strategy team, to discuss a broader CX Measurement Framework to demonstrate the value that CX can deliver to an organization and its customers. We recap what CX Measurement is and how using the "Balance Scorecard" framework to measure the perception of CX, Employee Empowerment, and Operational Efficiencies, and Financial Outcomes and provide the appropriate "balance" when managing Customer Experience within an organization to deliver value. We also discuss that value of "hallway metrics" and the future of CX measurement.
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