When a company or a business function changes its products, services, and the associated experiences, it is essentially changing its fundamental value promise. The behavior of a product or service changes and, along with it, so do the expectations of all stakeholders—be it customers, employees, partners, influencers, or regulators.
Consequently, how companies measure the performance of such a product, service, or process that delivers experiences must also change. This is where the notion of “Digital Key Performance Indicators” comes in. Digital KPIs become the objective, quantifiable standard that a company, a function, or a business/IT operation needs to achieve.