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A Smarter Approach to Measuring Customer Experience

Charles H. Patti et al.

MIT Sloan Management Review2026https://doi.org/10.63383/asnf1221article
FT50AJG 3ABDC A
Weight
0.50

What the paper says

The proliferation of customer experience measurement tools means that marketers now face the challenge of managing, and deriving value from, an overwhelming number of CX metrics. Research has identified ways for businesses to identify the metrics that are of greatest value and align them with customer journey mapping. Collecting fewer metrics yields tracking and reporting efficiencies, and connecting them to key stages of the customer journey gives CX managers more actionable insights.

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https://doi.org/https://doi.org/10.63383/asnf1221

Or copy a formatted citation

@article{charles2026,
  title        = {{A Smarter Approach to Measuring Customer Experience}},
  author       = {Charles H. Patti et al.},
  journal      = {MIT Sloan Management Review},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.63383/asnf1221},
}

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A Smarter Approach to Measuring Customer Experience

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.