Measuring the Business Value of Exceptional End-to-End Customer Experience

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X has been elusive. Various metrics, like Net Promoter Score, can assess whether a customer would recommend a brand, but cannot assess the impact of the performance of different CX aspects.

The Harvard Business Review Analytic Services report, Measuring the Business Value of Exceptional, End-to-End Customer Experience, sponsored by Red Hat, offers insights into how organizations are using data and analytics to predict customer needs and personalize customer experiences, and how they are measuring their results. The report includes insights from customer experience leaders at companies such as CarMax, Equifax, AT&T, Lincoln Financial Group, and Wellstar Health Systems.