“How can we monitor CX progress and make necessary adjustments to stay on track?”

"How do we know our CX efforts are working--or not?"

Metrics & governance

Monitor, Measure, Manage,
Master: CX Metrics & Governance
That Drive Results

“What do leading firms measure and how do they do it?”

"Our team struggles with decision-making in our CX initiatives—how can we implement a governance model that drives effective action?"

exceeding business
goals

70%

increase in effective
collaboration

17%

increase in customer
retention

350%

ROI

Your Compass to Customer-Driven Growth and Success

Why CX Metrics and Governance?

CX metrics and governance are the backbone of successful customer experience management. They transform gut feelings into data-driven decisions, aligning your entire organization around customer needs. Without robust metrics, you're flying blind. Without effective governance, your CX initiatives risk becoming siloed and ineffective. Together, they provide the clarity, accountability, and direction needed to turn customer insights into tangible business results.

What goes into a CX metrics and governance initiative?

Developing a CX metrics and governance program involves identifying key performance indicators that align with business objectives. We establish data collection methods, create dashboards for visibility, and define roles for accountability. A cross-functional governance structure is implemented to ensure CX initiatives are prioritized, funded, and executed effectively. Regular reviews drive continuous improvement and strategic alignment.

Define Key
Metrics

Establish Data Infrastructure

Design Governance Structure

Enact Accountability Framework

Continuous Improvement Cycle

Illuminate Customer-Centricity: What CX Metrics and Governance Reveal About Your Company

Clear alignment between customer satisfaction and business performance

Data-driven decision-making across all levels of the organization

Proactive identification and resolution of customer pain points

Consistent delivery of brand promises through measurable customer touchpoints

Agile adaptation to changing customer needs and market dynamics

FAQ

Commonly asked questions on the CX assesment process

We already measure NPS. Why do we need more comprehensive CX metrics?

While NPS is valuable, it's just one piece of the puzzle. Our approach provides a holistic view of your CX performance, linking customer feedback to specific touchpoints and business outcomes. This enables more targeted improvements and clearer ROI demonstration.

How will CX metrics and governance impact our bottom line?

Companies with robust CX metrics and governance typically see 1.5x higher revenue growth and 2x higher customer retention rates. By aligning CX initiatives with business goals, you'll make more informed decisions that directly impact profitability.

We have multiple departments collecting customer data. How does this differ?

Our approach centralizes and standardizes CX metrics across your organization, eliminating silos and providing a single source of truth. This ensures all departments are working towards common goals and enables more effective cross-functional collaboration.

How long does it take to implement a CX metrics and governance program?

Initial setup typically takes 2-3 months, with ongoing refinement. Most companies see significant improvements in decision-making and CX performance within 6 months of implementation.

We're a B2B company. Are these metrics relevant to us?

Absolutely. B2B companies often have more complex customer journeys and longer sales cycles, making robust CX metrics even more critical. Our approach can be tailored to capture the nuances of B2B relationships and account-based success metrics.

How does CX governance differ from our existing management structure?

CX governance creates a dedicated framework for customer-centric decision-making across your organization. It ensures CX initiatives receive proper resources, attention, and accountability, often revealing opportunities that traditional management structures might miss.

We have limited resources. How can we justify investing in this?

Our CX metrics and governance program is designed to optimize resource allocation. By identifying the most impactful CX initiatives, you'll avoid wasting resources on less effective efforts. Many clients find that this approach actually reduces overall CX-related costs while improving outcomes.

How do you ensure the metrics and governance structure remain relevant over time?

Our program includes regular review and adaptation processes. We help you establish a culture of continuous improvement, ensuring your CX metrics and governance evolve with your business needs and changing customer expectations. This future-proofs your CX strategy and maintains its relevance.

Project Details

Strategic Assessments go beyond instinct by telling you precisely where you are today and what exactly you need to do to improve your customer-centered initiatives. There is an art and science behind measuring the current state from the people whose perspectives matter most (hint: it’s not always the executives).

Deliverables