Roadmap Report

The Journey Measurement Framework: Assess And Predict Journey Performance

Build A Framework Of In-Journey Signals And End-Of-Journey Success Metrics

August 22nd, 2019
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
David Truog , Brian Mukasa , Shayna Neuburg

Summary

Most customer experience (CX) pros struggle to measure whether customer journeys are successful. The solution: Evolve to journey measurement. Using a journey measurement approach will put your measurement program on a more solid footing and reduce dependence on surveys. This report explains how to evolve from journey surveys to a system of end-of-journey metrics and in-journey signals that measure and predict journey performance.

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