CX SUCCESS 
MEASUREMENT

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  • Customer satisfaction and NPS

  • Process and business KPIs

  • Balanced scorecard

At ECC, we'll help you demonstrate the impact of customer experience management on value creation for customers and organizations by employing a consistent set of metrics across the ecosystem.

Contributions to the planning process

When we begin designing your CX solutions to implement the strategy, we will calculate the amount of change that is required for your organization and how much it will cost.

You'll also have key CX milestones, timelines, and an execution plan. It's also critical to have a viable experience and know when you'll be able to achieve it. We'll walk you through the process of measuring progress toward your ideal experience and advise you on when to review your strategy to ensure it still meets the needs of your customers and business.