Insight to Action: Building a CX Program Around Organizational Objectives and KPIs

Insight to Action: Building a CX Program Around Organizational Objectives and KPIs

The CX program at the College of American Pathologists was built to succeed by focusing on what mattered to the business as a whole: precision and scientific validity. They connected KPIs highlighting the precision underlining the ForeSee measurement, resulting in adoption and engagement all the way up to the board.