what we are measuring, and why your definition of EX is so important;
why measure – using return on experience to make your case and prove your worth;
how to measure EX;
running an EX survey;
demonstrating your impact.
EX – what are we measuring?
To measure effectively, we first need to be clear about what it is we are measuring as well as what we are trying to achieve. In previous chapters we introduced our levels of experience model, which is a good place to start when considering these questions (Figure 10.1).
FIGURE10.1 Levels of experience
Figure 10.1 details
An arrow pointing ...
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