Define Your Measurement Strategy
To build a measurement strategy that goes beyond the numbers, one that decodes the emotional signals behind the metrics. We design frameworks that turn lived experience into insight. Because numbers alone don’t tell the whole story, but the right ones, read right, can change everything.
You’re done with shallow metrics. NPS isn’t enough. You want to measure emotional engagement, brand magic, and moment-to-moment delight.
You’re being asked to prove ROI. And you need story-rich, soul-smart KPIs that show the true value of CX.
You’re launching or revamping a CX or VoC program, you need clarity on how it feels to the customer and you want the right metrics and feedback loops. Rich, real, and emotionally tuned.
You’ve got ops data, but no emotion. Support tickets and drop-offs are only half the story. You want the full emotional picture.
Your VoC program is surface-level or scattered. And you're ready to go deeper, beyond surveys and into true experience insight.
You need to align the room. Getting stakeholders on the same page with a shared, emotionally meaningful view of CX performance.
A custom measurement strategy with a clear view of leading and lagging CX indicators, tied to business goals.
A tailored Measurement Framework linking emotional and operational indicators, aligned to journeys, touchpoints, and business goals, defining KPIs, signals, and data collection rituals (both soft and hard metrics).
KPI dashboards recommendations and governance models.
You’ll get to know what truly moves your customers, and have the proof to show it’s landing, emotionally and commercially.
Metrics that actually matter. Emotionally tuned KPIs reveal what resonates, what converts, and what’s worth amplifying.
Faster, bolder, smarter decisions. Powered by real-time insights that are relevant, actionable, and emotionally grounded.
Stronger cross-team alignment: with data that doesn’t just inform, it inspires, energizes teams and enables smarter decisions.
Bridges the gap between metrics and meaning.
