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5 Steps to Integrate Digital into Your CX Efforts

Digital channels now account for the majority of customer interactions for most brands, yet many CX programs were designed around traditional survey touchpoints that miss large portions of the digital journey. Customers who abandon a checkout, struggle with an onboarding flow, or fail to find what they need in a help center rarely fill out a post-interaction survey.

This guide from Qualtrics walks through five specific steps for building a CX measurement approach that captures what customers experience across web, mobile, and app interactions alongside the structured feedback collected through surveys and post-interaction triggers. It is a practical framework for any CX team trying to get a complete picture of the digital journey.