A study run by ImpactSense in 2020, found that 83 percent of CX and service design professionals are open to a new CX metric, with none of those surveyed believing that their existing CX metric accurately represents true customer experience. Despite this, the majority (62.5 percent) recognise that it would be tough to change. But a change is needed to stop applying poor and outdated ways of measuring experience. Now it’s time to review the landscape and understand the varying needs of different stakeholders, to arrive at a new measurement approach that delivers on the insights needed. The question is, how?
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