This past presentation on Operationalising CX for Measurable Success was presented at CEM in Telecoms Global 2019 by,Claire de Selve, VP, Customer Experience & Digital at Orange. 

The importance of having metrics that provide the most accurate representation of your CX progress cannot be overstated. So how to build intelligent metrics the soft way and drive your CX program smoothly? We need to be able to clearly operationalize CX ambitions, which will celebrate significant achievements.

• Looking at different metrics: NPS? CSAT? CES? Or is AI going to lead the way with new, more comprehensive intelligent metrics solutions?
• Metrics to drive accountability at all levels 
• What about human metrics?