• 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[…]
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