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Whitepaper

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 paper 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.