Measuring and Improving the Customer Experience | School of Marketing | ANA

Measuring and Improving the Customer Experience

Customer experience (CX) is quickly becoming a key competitive differentiator for brands, yet many marketers and CX practitioners do not have a clear understanding of how measurement (establishing the right KPIs, methods, and processes necessary to make meaningful improvements) can bridge the gap between ‘good’ CX and one that consistently drives sales, brand affinity, and lifetime value.

Enabling great experiences for customers supported by people, processes, and technology within an organization is a game-changer for those companies that succeed. The speed at which these practices are applied could mean the difference between steady growth and losing out to the competition. A critical step to success is the ability for an organization to understand what, where, when, and how to measure customer experience.

The framework outlined in this course was created to help marketers with the tools, methods, and processes needed to measure customer experience with the goal of continuous improvement. Led by an industry expert, best-selling author, and keynote speaker with 20+ years in the marketing and customer experience profession for Fortune 1000 companies, this course will walk you step-by-step through the processes and methods needed to successfully measure and optimize customer experience efforts.

Learning Experience

This is a multi-media format course and is fully interactive. It provides real-world practitioner-led learning. Active course participation is required and includes knowledge checks, activities, assessments, and resources/tools.

Who is this Course For?

This workshop is for marketing professionals that want to understand how to measure and analyze customer experience (CX) metrics and implement improvements in their CX programs, including:

  • CXO and Customer Experience Team
  • CMO and Marketing Team
  • CSO/CRO and Sales Team
  • Chief Product Officer and Product Team
  • Customer Service

Learning Objectives

  1. How customer experience fits within an organization, and the many roles that have responsibility in ensuring its success
  2. How to determine the best measurements for your organization, as well as the methods and tools to measure them
  3. How to create an internal mindset for continuous improvement of CX
  4. How to define and track customer experience success metrics and KPIs
  5. How to apply best practices to your unique customer journeys, processes, and platforms
  6. The best way to ensure company-wide adoption of customer experience practices and measurements

Find out what you will learn from instructor Greg Kihlström in the video below.

Estimated Length of Completion

Approximately 90 minutes. This timing reflects the basic run time, but seat time varies by user and could be significantly longer.

Download the full benefits here

Registration Pricing

Client-Side Tier Platinum Tier Gold Tier Silver Tier Nonmember
Registration Client-Side Tier $0 Platinum Tier $0 Gold Tier $49 Silver Tier $79 Nonmember $99



Greg Kihlstrom

The Agile World

Greg is a best-selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on customer experience, employee experience, and digital transformation initiatives, before, during, and after selling his marketing agency, Carousel30. He has worked with some of the world’s top brands, including Choice Hotels, Coca-Cola, Dell, FedEx, GEICO, Marriott, MTV, Starbucks, Toyota and VMware. He currently serves on the University of Richmond’s CX Advisory Board. Greg is Lean Six Sigma Black Belt certified, and holds a certification in Business Agility from ICP-BAF.

Greg’s book, The Center of Experience (2020) talks about how customer and employee experience can be operationalized into a cohesive brand experience. His podcast, The Agile World, features leaders from top brands discussing marketing, customer experience, and digital transformation.

He writes for Forbes and has been featured in publications such as Advertising Age, SmartCEO, Website Magazine, and The Washington Post. He’s participated as a speaker around the world, and has guest lectured at several schools including VCU Brandcenter, Georgetown University, Duke University, and University of Maryland.