Service
Data & Measurements.
Most CX measurement produces scores nobody can act on and reports nobody reads. NPS goes up, revenue stays flat, and credibility erodes. The problem is not the metric, it is the absence of a measurement system.
Connect experience metrics to the financial outcomes they are meant to drive.
TCXA builds measurement architectures that connect experience signals to financial outcomes: what to measure, where the data lives, how it links to money, and who acts on it at what cadence.
What we deliver
How we turn insight into impact.
KPI architecture
A layered metric tree connecting experience indicators to behavioural drivers to financial outcomes, so every score has a consequence.
Data foundation
Audit and integration of survey, behavioural, operational and financial data into a single measurement spine.
Value attribution
Models that quantify how journey performance moves retention, share of wallet and cost-to-serve, turning CX from belief into business case.
Operating cadence
Dashboards, alert thresholds and review rituals that put the right signal in front of the right owner at the right moment.
How it works
Weeks to evidence, not months on the sidelines.
01
Audit
Inventory every experience signal you collect and test it against one question: does anyone act on this?
02
Architect
Design the metric tree and data model linking experience to behaviour to money.
03
Build
Stand up the pipelines, dashboards and attribution models with your data teams.
04
Operate
Install the review cadence and decision rules, then tune thresholds against real outcomes.
What you get
- CX KPI architecture and metric definitions
- Data integration and instrumentation plan
- Experience-to-revenue attribution model
- Executive and operational dashboards
- Measurement operating cadence
The outcome
Experience earns a seat in financial planning: leaders see, in money, what each journey improvement returns, and fund the next one faster.
Why it matters
Most organisations measure experience. Few manage with it.
This service builds a measurement system that links experience signals to financial outcomes, so every score carries an owner, a threshold and a consequence.
Client work
Proof in practice.
Any questions?
A question about data & measurements?
Ask us anything about how data & measurements would apply to your organisation, we reply within one business day.
Work with TCXA
Put data & measurements to work.
Tell us where the journey hurts. We will show you what the fix is worth before you commit to anything.