Ensuring Long-Term Sustainability and Continuity
How enterprises measure or intend to measure their progress towards implementing CX Networks
Ongoing measurement and performance management are the key methods of ensuring long-term sustainability and continuity of digital initiatives. Continuous measurement and performance management ensure that programs turn into processes that are subsequently embedded into corporate culture.
When we asked large enterprises how they measure or intend to measure their progress toward implementing CX networks, four key measures surfaced. "Business performance improvements," "customer experience improvements," "managing a strategic roadmap," and "number and quality of co-innovation initiatives" were all being used (or planned) by 70% or more of our respondents.
"Recruitment of external network partners/level of connections" trailed at 42%, but this metric will increase as the CX networks' "tide water mark" rises in large enterprises.