HDI Information Technology Conference 2018

Session 701: Seven Steps for Building a CX Dashboard That Drives Results


Friday, April 12 at 9:00 AM

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According to Forrester, less than one-quarter of organizations are aligning their customer experience (CX) metrics with business outcomes. Echoing those findings, Harvard Business Review Analytic Services study, 45% of respondents said they found it very difficult to tie CX investments to business outcomes. This has been a tough nut to crack for CX practitioners. Determining CX ROI, attributing it to the achievement of business outcomes, and optimizing your CX requires more than just listening to your customers. You must understand your data and what's behind the numbers before you can take action.

In this session, attendees will learn how a CX dashboard impacts customer and business outcomes, the elements of a sound CX dashboard, metrics to benchmark and why they must be chosen carefully, and walk away with a blueprint they can use to create their own actionable CX metrics programs.

Sue Duris

Cofounder and Director, Marketing and Customer Experience
M4 Communications

Sue Duris is cofounder and director of marketing and customer experience of M4 Communications, a marketing and customer experience consulting firm that helps organizations build and grow their brands by coaching them how to be customer-centric, advising them on their digital transformation initiatives and collaborating with them to design omnichannel experiences that engage employees and deliver customer value. Sue received her MBA from the University of California at Irvine; she also writes and speaks regularly, and hosts #CXChat, a weekly Twitter chat about all things customer experience.