A Smarter Approach to Measuring Customer Experience
面对大量客户体验指标，研究提出企业应识别最有价值的指标并与客户旅程映射对齐，通过收集更少指标提高跟踪和报告效率，为管理者提供更可操作的洞察。
The proliferation of customer experience measurement tools means that marketers now face the challenge of managing, and deriving value from, an overwhelming number of CX metrics. Research has identified ways for businesses to identify the metrics that are of greatest value and align them with customer journey mapping. Collecting fewer metrics yields tracking and reporting efficiencies, and connecting them to key stages of the customer journey gives CX managers more actionable insights.