Prove the Value of Your CX Efforts

Metrics to Measure in 2023


Metrics matter. A strong customer experience strategy is rooted in metrics. To gain executive buy-in and secure a budget, you have to be able to show the value of your customer-focused efforts.

But navigating the maze of customer experience metrics can be confusing. It can be challenging to know what metrics to track and where to focus. Many long-held metrics aren’t effective with modern customers.
In this ebook, I take a deep dive into customer experience metrics and highlight five metrics to measure in 2023.
Everyone can benefit from understanding and tracking these metrics, no matter your industry or the type or size of your brand.
  • Learn how to maximize your resources and budget by tracking the most telling and impactful metrics.

  • Make the most of your contact center with metrics that help streamline operations and provide personalized service at scale.

  • CX budgets are fragile, and only teams that provide value will last. Get insights on doing more with less.


Blake Morgan is a leader in customer experience

She is a customer experience futurist, keynote speaker, best-selling author, and host of The Modern Customer Podcast. Her book, The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business, was named by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. She was called one of the top 40 female keynote speakers for 2020 by Real Leaders Magazine. Blake has worked with companies including Comcast, Allstate, Accenture, Adobe, Cisco, Verizon, and more. She lives in Los Angeles with her husband, their two children and two dogs. Learn more about me at