Measurement (Component of The Center of Experience)

Definition

Return on Experience (ROX) is the primary Key Performance Indicator (KPI) associated with The Center of Experience. Return on Experience is broken down into three primary categories—external, internal, and comprehensive— with two sets of metrics each:

• External (Customer-Facing)
  • Quantitative
    Things that can be objectively measured
  • Qualitative
    Things that can be subjectively measured
• Internal (Operational)
  • Process
    The workflows and systems that enable customer experience and employee experience to occur
  • Product
    The tools and services the organization produces for both external and internal audiences
• Comprehensive
  • Journey (Customer or Employee)
  • Composite

Please note that this measurement framework has been revised since both The Center of Experience (2020) and Meaningful Measurement of the Customer Experience (2022).

Related

• Center of Experience
• Brand Experience (Component of the Center of Experience)
• Internal and External Audiences (Component of the Center of Experience)
• Delivery (Component of the Center of Experience)
• Brand (Component of the Center of Experience)
• Governance (Component of the Center of Experience)
• Data (Component of the Center of Experience)
• Environment (Component of the Center of Experience)
• Measurement (Component of the Center of Experience)
• Platform (Component of the Center of Experience)
• Customer-Centric Culture (Component of the Center of Experience)
• Customer Experience
• Employee Experience
• Agile, Customer-Centric Culture

Products

Resources

• Book: The Center of Experience (2020)
• Book: Meaningful Measurement of the Customer Experience (2022)