A measurement framework to demonstrate the value of CX.
In this episode, Mike and Paul welcome Mike Rowland, a Director in West Monroe's Customer Experience ractice and leader of the CX Strategy team, to discuss a broader CX measurement framework to demonstrate the value that CX can deliver to an organization and its customers. We recap what CX measurement is and how using the "Balance Scorecard" framework to measure the perception of CX, employee empowerment, and operational efficiencies, and financial outcomes.


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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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