According to Forrester, CX leaders grow revenue five times faster than CX laggards. Considering this, how is it that so many companies have yet to embrace the concept of Customer Experience as a critical, line-of-business function?

Taking any first step towards building a CX program is better than doing nothing, but the old adage “you can’t manage what you can’t measure” is as true here as it is in other parts of the business. So how do you effectively measure your CX efforts?

This white paper tackles the key factors driving companies towards Customer Experience Analytics platforms to reveal the quantifiable, actionable friction points in their customer interactions.

Included in this white paper:

• Tips for dealing with disparate data sets, and their impact on your ability to truly measure CX
• The importance of eliminating friction points in the customer/buyer journey
• The pressing need for omni-channel analysis