Get the Strategy and KPIs eBook
Creating the ideal experience at every point along each of your customers’ journeys requires a strategy, an integrated suite of digital experience (DX) delivery technologies, and the means to measure both. This eBook explores all three of these concepts.
As a starting point for improving your organization’s customer experience, this eBook helps you understand how to think strategically and identify key business metrics that advises your organization of its progress, achievements, and impact.
Learn why and how to:
- Develop a business value-based approach to CX strategy
- Identify Key Performance Indicators (KPIs) that measure business impact
- Connect strategy, KPIs and business outcomes
You’ll see how to connect boardroom barometers and C-level measures like earnings and customer lifetime value (CLV) to department level tactical metrics. You’ll also see an example of how using customer communication management (CCM) software from Topdown can positively impact KPIs.
Most importantly, after reading this eBook, you will understand that there is no single KPI that defines the totality of a successful CX strategy – it is a matrix of metrics and the carefully crafted CX strategy that brings them all together.
Fill out the form to get your free copy today!