We really need something to measure CX. The point we have at the moment is, that we have (more or less) just things like NPS to measure CX and asking questions can’t really be the direction.
Brian Curran is Vice “President Digital Innovation and Design” at Oracle. With his “The Value Equation” model he shows an idea how to measure CX.
Present a consolidated view of customer experience metrics across the organization to achieve consistency and customer experience improvements.