Measuring digital customer experience

This CX Mini Masterclass explains the importance of measuring digital customer experience and some of the most popular metrics for doing this. Show host and customer experience expert, Julia Ahlfeldt, provides an overview of what metrics and measures are typically captured at various digital touchpoints, ideas on how to use these to understand the journey, and tips on where you might be able to find this data within your organization. If you’re looking for some ideas about how to leverage digital experience metrics and measures to better understand the holistic customer journey, then this episode is for you.