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DECEMBER 13, 2021

Data is at the core of any customer experience strategy. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps. In this step, you’ll want to build out the logistics, timeline, objectives, and metrics that will help your organization achieve CX success.

Metrics 26

Metrics Tools Case Interview Strategy 26

Harvard Business

FEBRUARY 16, 2017

While many studies suggest that increased employee engagement leads to improved business results in aggregate, a deeper look at the data suggests that this may not always be true at an individual level. At the second company, the data told a different story. Company 2: No Correlation.

Productivity 50

Productivity Metrics Culture Data 50

Harvard Business

DECEMBER 28, 2016

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Time passes slowly, data continues to mount, and paralysis sets in. They have “soft” metrics rather than real business goals. So where does it all go wrong?

Metrics 32

Metrics Data ROI Benchmarking 32

Harvard Business

APRIL 19, 2018

With online technologies and targeted lists, this should be a cost-effective tool for separating the suspects from the prospects, accelerating customer conversion through the sales funnel, and, equally important, optimizing “data-driven marketing” by tying each piece of content to metrics like opens, reads, downloads, and so on.

Marketing 36

Marketing Case Study Case Studies Sales 36