Design Metrics That Boost Organizational Alignment

Aligning across functions, teams, and partners remains a persistent barrier to optimizing value for customers and the business. One major reason — even in organizations that use frameworks like OKRs — is flawed metrics. They ignore external value contributors, reinforce silos, and erode culture. Enter value-aligned measurement: codesigning and operationalizing a system of metrics to manage the shared contribution of all stakeholders to value creation in customer journeys and value streams. This report urges CX, digital, and technology leaders to transform their metrics to align around shared value creation.