Dr. Natalie Petouhoff: The Business Imperative of Optimizing Digital Customer Experience

To determine how mature a brand’s management of the digital customer experience is, companies need a combination of business and IT metrics and a framework to improve their digital business.

These tools provide CX executives and IT operations professionals with the ability to assess where their brand is within a range of capabilities for customer experience performance management. The tools also help provide the ability to visualize the path toward optimizing IT and business performance

This report by CX guru, Dr. Natalie Petouhoff of Constellation Research, looks at the evolution of performance management of customer experience and how organizations can develop and establish practices and processes to engage, retain and increase their customers by optimizing the customer experience.

Included in this report:

• Five levels of digital performance management
  
• Best practices for digital customer experience
  
• Recommendations for setting benchmarks