The importance of personalized experience in CX - TechTarget | The MarTech Alert |
Since the judge of the experience is the customer, we want to shift to measuring the customer value. In the article noted above, Markey also shared four strategies to help organizations manage customer value, which include:

Develop robust customer-value management processes and tools. Manage current total lifetime value of your customer base and potential financial value that lies in increasing customer loyalty.
Combine design thinking with loyalty-earning technologies. The power of observation and knowing your customers' needs and constant loop of feedback along with artificial intelligence (AI) that can tailor personalized experiences to drive loyalty.
Organize around customer needs. Bridge the silos and reduce cross-functional friction to allow organizations to focus on customers.
Lead for loyalty. Align employees and the organization around the value of customer loyalty.