CX in Focus: Strategies to Measure, Track, and Transform – Session 2

Session 2: Building a Customer Engagement (CX) Measurement Strategy

Growth requires moving from theory to execution. In this session, we’ll explore how to design a CX measurement framework that works across life sciences, diagnostics, and imaging. Using recent service performance findings, we’ll show how to map customer journeys, select the right metrics, and turn feedback into actionable insights.

Takeaways:

• Steps for building a CX measurement framework from the ground up
• Selecting metrics that align with your customer journeys
• Tools and approaches to translate CX feedback into strategy
• Examples of how syndicated and custom research strengthen CX programs