Preservers, Transformers & Vanguards: Measuring the Profitability of Customer Experience Strategies

Customer experience (CX) may be “the next competitive battleground,” but we're still struggling to define it. More to the point, we have to figure out a way to measure CX. Otherwise, how can we become better at managing it? Preservers, Transformers, and Vanguards: How we measure the quality of customer experience.