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Outcome-driven CX measurement by a medical association

Forrester has published an inspiring case study on how the American Cancer Society used measurement to optimize CX. With the following outcomes:

  • 10% increase in participation rates
  • 6% more revenue
  • 6% increase in donor satisfaction with site
  • 4% increase in patient satisfaction with site

Feel free to access the full case report on the Forrester site …

Declaration of interests:
The author and the site declare the absence of any financial or non-financial interests, respectively any business relation with any of the companies mentioned at time of publication. The business case is exclusively shared based on meeting the editorial criteria of ‘CX Inspiration Hub’.


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