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Customer Experience Benchmarking Strategies

Executive Summary

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This Spotlight provides an executive summary of our white paper Benchmarking Your Customer Experience Program.

Companies most often look to benchmarks to understand how their performance stacks up against others. Rather than being the end of the conversation, benchmarks can be used to generate a dialog about strategy, improvement, and innovation. This spotlight outlines the strengths and limitations of metrics-driven (quantitative) and practice-driven (qualitative) benchmarking to help CX leaders determine how and when to use each approach.