IG1303 Customer Experience Metrics v1.0.0
- Maturity level: Alpha
Created By: Customer Experience Management
The CE metrics for these business & IT process implementations determine how effectively CSPs can compete on customer experience in the market. This document describes a methodology for identifying and defining the CE-KPI metrics. Identified are 36 key CE-KPIs and each KPI is defined and described with a standardized CE-KPI template.