WHITE PAPER
MEASURING DIGITAL TRANSFORMATION
An empirical approach to measuring phygital journeys
Customer experience management (CXM) offers a perfect opportunity to increase brand loyalty and improve financial performance through digital transformation. But digital transformation is more than just a new app or a revamped website. It speaks fundamentally to the ways your customers interact with your brand assets.
This paper describes a model for measuring the extent of digital transformation along the customer journey, and the success of that transformation over time.
What you’ll get inside this white paper:
• How to scope digitization projects for maximum results
• How to confirm those results using KPIs that highlight your successes and reveal your weaknesses
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