Knowing not hoping: How can you measure the impact of your CX transformation?

Digital transformation has climbed the ladder of organisational priorities over the last year, in response to fast-moving external pressure.

However, the unfortunate reality for many is that these initiatives don’t last the course due to the inability to track performance.

Articulating whether your transformation efforts are actually making a difference early on, is critical to maintaining momentum and gaining the sponsorship required to continue. 

To ensure that you’re able to grasp the immediate and long-term benefits successful transformation boasts – we’ve created a whitepaper which explores how to: 

  • Establish a clear view of what success looks like, considering your customer experience, commercial goals, employee impact and change adoption 

  • Formalise these metrics into a pragmatic, refreshable business case that is supported by clear accountabilities and custodianship 

  • Align on the transition of transformation metrics into BAU, in order to accurately reflect the ‘new normal’ post implementation