Digital Customer Experience Engineering: Strategies for Creating Effective Digital Experiences

© The Author(s), under exclusive license to APress Media, LLC, part of Springer Nature 2021

L. WiedenhoeferDigital Customer Experience Engineering https://doi.org/10.1007/978-1-4842-7243-5_7

7. Key Metrics

For successful digital engineering, customer quality, and observability

Lars Wiedenhoefer¹  

(1)

Austin, TX, USA

 

As we are now fully aware of the techniques employed by the DCXE, we need to provide a foundation of key metrics in the field of customer experience analytics.

In this chapter, we will review the top customer experience metrics most commonly in use.

We will also look at other Key Performance Indicators (KPIs), that is, metrics, providing an engineer with the ability to quickly detect progress made toward improved digital customer experiences. ...