CX Measurement Design

  • KPI Trees and Instrumentation

    Build a metric hierarchy that links top outcomes to drivers and touchpoints, define how each KPI is measured, and specify data capture requirements so teams can diagnose what moved and why without improvising analysis.

  • Governance and Cadence

    Define ownership, review rhythm, escalation rules, and action loops, then align reporting to decision cycles so CX data drives changes in operations and product, rather than becoming a monthly scorecard no one can act on.
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