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CX Certification: Metrics, Measurement and ROI" is a comprehensive guide designed for anyone passionate about Customer Experience (CX), especially those pursuing a CX certification. The book delves into the critical aspects of CX, offering detailed chapters on metrics, measurement, analytics, and Return on Investment (ROI). To facilitate a clearer understanding of these, often complex, concepts, the book also provides summarized versions of the key topics. Readers will gain insights into various key CX concepts, complete with definitions, formulas, and practical applications. Ultimately, the book aims to equip practitioners and business leaders with the knowledge to measure the impact of their CX initiatives and demonstrate their value to stakeholders
