CX transformation:
the metrics that matter

Thursday 16th September 2021
1pm – 1:45pm PDT
4pm – 4:45pm EDT


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Transformation promises a world of benefits – for customers, employees and the organization more broadly. So, it’s not surprising to see a projected spend of 7.8 trillion US dollars by 2024 in initiatives such as; technology and data upgrades, business process improvements and operating model redesign.

Despite good intentions, many leaders reach the 6-12 month stage of their journey and are left scratching their heads – unable to articulate the impact made to date. Whilst project governance may not seem like a glamourous task, it is by far one of the most critical components of your transformation. Tracking the right metrics at the right time will allow you to determine whether you’re reaching key milestones, enable early course correction, and ensure your efforts stick in the long-term.

However, the question remains – how can you measure the impact of your transformation? And if you haven’t yet embarked on this journey, but are considering it – how can you set your organization up for success?

In this 45 minute session, we’ll be teaming up with Charles Waterfield (Director, Commercial Excellence and Innovation at AstraZeneca) to explore:

  • The lead and lag indicators you must measure across customer and commercial, employee experience, and project delivery and adoption
  • Best-practice tips on creating a pragmatic and refreshable business case – with clear accountabilities and custodianship
  • How to embed key transformation metrics into the new operational BAU, post implementation


Ben Frederiksen

Managing Director, APAC

Matt McLaren

Vice President, Americas 

Charles Waterfield

Director, Commercial
Excellence and Innovation