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Measuring What Matters | Mentors CX Academy

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Module 6: Omnichannel Strategy That Actually Works
4. Measurement That Matters: KPIs & Dashboards for Omnichannel Success

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4. Measurement That Matters: KPIs & Dashboards for Omnichannel Success

Stop measuring tickets in isolation. Stacy shifts the focus to the holistic journey, introducing KPIs like "Channel Switching Rate" and "Average Resolution Journey Time." Build dashboards that tell stories of revenue impact and loyalty that the C-suite simply cannot afford to ignore.

Duration: 7:06

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Stacy Justino

Module 6: Omnichannel Strategy That Actually Works

Learn why consistent CX across every touchpoint matters, and how embracing context continuity and an omnichannel mindset helps brands avoid silos and build lasting customer trust.

4 lessons • 30 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. What Customers Actually Expect from Omnichannel

2. Smart Channel Strategy: Choosing & Scaling the Right Mix

3. Omnichannel Enablement: Building the Right Team, Stack, and Routing Logic

4. Measurement That Matters: KPIs & Dashboards for Omnichannel Success