Transformation Blueprint: 7 KPIs That Matter

• KPIs are important in transformation because they help align efforts and provide a holistic view of the customer
• To select KPIs, consider those that are specific, measurable, attainable, relevant, and timely
• Customer experience KPIs include customer effort score (CES) and net promoter score (NPS)
Employee experience KPIs include employee net promoter score (eNPS) and employee productivity
• Processes, technology & data KPis include new business process adoption rate & cloud adoption rate


Click here to view original web page at