The essential guide to effective CX measurement

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Key metrics and methods for effective customer experience measurement – and how to quantify, monitor and enhance CX by taking a data-driven, journey-based approach.

In 2018, there is no more debate over the importance of customer experience; it makes or breaks the success of your business.

And yet, most companies today struggle to measure CX in a meaningful way and still rely on gut feel and qualitative data to prioritise decisions and gauge the satisfaction of their customers.

Net Promoter Score (NPS) is just scratching the surface.

In this comprehensive eBook, you’ll learn everything you need to know about effective CX measurement, including:

  • Why measuring and quantifying CX is so critical (and such a challenge)
  • 6 key CX metrics you should be using
  • Why and how to take a journey-based approach to quantify, monitor & enhance customer experience

 

Upcoming Events

Enterprise CMO

February 11 - 13, 2018

Sheraton Los Angeles San Gabriel, San Gabriel, CA

Enterprise CMO

9th Annual Channel Management Summit

September 26 - 28, 2016

DoubleTree by Hilton Los Angeles Downtown, Los Angeles, CA

9th Annual Channel Management Summit

Customer Experience Exchange for Financial Services, EU

13 - 14 September, 2016

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Financial Services, EU

Customer Value Management: Telecoms

4 - 5 October, 2016

Golden Tulip Berlin - Hotel Hamburg, Berlin, Germany

Customer Value Management: Telecoms

Customer Experience Exchange for Telecoms

25 - 26 April, 2018

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Telecoms

Latest Webinars

New KPIs for a new era: How AI is reshaping CX

2025-10-22

02:00 PM - 03:00 PM EST

Discover how Agentic AI and GenAI are reshaping B2B Customer service metrics and which KPIs your tea...

Rewriting the Rules of CX with AI Agents and Customer Experience Automation

2025-10-22

11:00 AM - 12:00 PM SGT

This CX Talk will discuss unlocking Efficiency with automation and AI orchestration.

CX Talks: AI Human Synergy in Customer Service

2025-10-09

11:00 AM - 12:00 PM BST

Join Sprinklr for this real world case study and a demo of AI in play