You can’t improve what you don’t measure. And your boss isn’t going to invest in your customer experience (CX) initiatives if you don’t show her it’s worthwhile. There’s no universal approach to measuring the value of your CX efforts, but you can follow these four steps to create a customized measurement solution.

Download How Do You Track the Effectiveness of Your CX Efforts? Steps to Building Your Custom CX Metrics Portfolio (PDF)

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Contributing Authors

Analyst, Customer Experience

Keenan Samuelson focuses on strategies to enhance the utility customer experience. He spends the majority of his time researching how to optimize...

Senior Manager, Customer Experience Consulting

Shawn Silzer has spent more than 25 years working in the energy sector. His cross-functional utility operations experience allows him to deliver...