CX Measurement Framework

The CX Measurement Framework is a structured approach businesses use to evaluate and improve customer experience. It involves identifying key touchpoints—moments when customers interact with the company—and measuring how satisfied or engaged they are at each point. This could include surveys, feedback, or analyzing behavior data. The goal is to gain clear insights into what’s working well and what needs improvement. By continuously monitoring these metrics, companies can make informed decisions to enhance overall customer satisfaction, loyalty, and business success.