Successfully measuring CX is a real problem and struggle for most firms trying to gauge and improve their client’s experience. There is a better way. The questions firms need to ask are:
CX Pilots helps you build a framework and strategy around these metrics so your firm can
CX is not a destination. CX is a journey. Governance is your guide.
Governance refers to the processes, policies, and practices that govern the way a company or organization manages customer experience across the firm for decision-making, alignment, and accountability. It establishes a framework for ensuring accountability for delivering a consistent experience.