Why CapStone

Enterprises tend to take either of TWO approaches to measure their PERFORMANCE

  1. Customer Experience Measurement
    What it lacks - Insights on customer experience with no view on resulting performance
  2. Operational Performance Measurement
    What it lacks - Performance patterns with no understanding of links to experience

redefines business performance measurement mechanisms by truly linking experiential drivers to operational metrics.

 delivers three key benefits that help clients move from experience measurement to business action:

  • A clearer view of customer experience by associating it with true customer segments

  • Knowledge of how experience drives behaviour by linking customer experience and behaviour

  • Proactive tools in the form of real time scorecards/alerts for strategic/tactical intervention