Customer Experience Measurement

Customer experience measurement ensures that CX investments are performing. It also helps stakeholders understand the value of CX. Explore Forrester’s insights on customer experience measurement.

Discover how Forrester supports customer experience leaders.

Insights

Blog

Win The Trust Of Your LGBTQ+ Millennial Targets

Mike Proulx June 7, 2021
Brands, you’ve got work to do with LGBTQ+ Millennials who, as it turns out, have trust issues with you. The data is hot off the presses from Forrester Analytics Consumer Technographics® Benchmark Survey, 2021 — a survey of close to 200,000 global online adults. Given that it’s Pride Month, I was extra eager to compare […]
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Blog

如何建立一个成熟的客户体验衡量项目

Maxie Schmidt May 20, 2021
我们最新发布了三份报告,分别囊括了构建CX衡量项目的三个阶段中的最佳实践、建议和公司案例,旨在帮助CX主管提高项目的成熟度。点击“阅读原文”了解更多细节。
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Nine Industries Improved Their CX Significantly In 2020

How did your industry fare? Check out the results from Forrester's US Customer Experience Index.

Blog

CX Leaders Have The Opportunity And The Responsibility To Drive Growth

Su Doyle April 30, 2021
What customer experience (CX) leaders care about and what CEOs care about don’t usually line up, and that’s a problem. It impacts budgets, staffing, and the overall clout of the CX function. As a former CX leader and as an executive in charge of growth strategies, I know we can do better! At CX APAC and CX […]
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Blog

CX Is A Critical Driver Of Emotional Loyalty

Mary Pilecki April 26, 2021
Emotion metrics can be a measure of a customer’s actual loyalty. But only when they're placed in a larger context of customer loyalty metrics. Read more.
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Blog

Digital Accessibility Is About Great CX, Not Just Compliance — Takeaways From Deque’s Inaugural Axe-con Conference

Gina Bhawalkar March 29, 2021
I speak with companies weekly about the growing importance of digital accessibility, and prior to 2020, those conversations almost always started with this question: “How do we make our sites and apps accessible so we don’t get sued?” It’s a fair question — after all, the number of web and mobile accessibility lawsuits has increased […]
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Blog

How Customer Experience Measurement Drove CX Improvements In 2020 Despite COVID

Harley Manning March 18, 2021
Despite COVID-19, customer experience measurement improvement at leading companies continued in 2020 and led to business growth. Learn more.
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Blog

Discover And Reduce The Privacy Risks Of Your Customer Experience Measurement Practices

Maxie Schmidt March 17, 2021
There are privacy risks in customer experience measurement. Today, protecting your customers’ and your employees’ privacy is key. Learn how to.
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Lessons From Florida Blue: Building A Successful CX Measurement Program

Blog

Advanced CX Measurement Programs: Beyond Surveys; Journey-Centric; Proactive

Maxie Schmidt March 4, 2021
Explore what distinguishes an advanced CX measurement program and how to recalibrate your customer experience measurement strategy to achieve more.
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Blog

How To Build A Mature CX Measurement Program

Maxie Schmidt March 4, 2021
Discover the three stages of building a mature CX measurement program that fuels business success and customer loyalty, and how to get started.
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Blog

Measure Three Types Of Customer Experience Metrics

Maxie Schmidt March 1, 2021
As a Customer Experience leader, you need an effective measurement programme. To achieve this, make sure you measure and link these CX Metrics. Learn more.
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Podcast

The State Of Consumer Trust

What It Means February 18, 2021
Is consumer trust disappearing? Join Senior Analyst Anjali Lai to explore why trust isn’t going away. Instead, it’s being earned in new ways and directed toward new entities.
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Blog

Level Up Your CX Prioritization By Thinking In Multiple Dimensions

Judy Weader February 8, 2021
In my last blog post about customer experience (CX) prioritization, I talked about the importance of balancing customer impact with business impact when making decisions about which projects to pursue. Beginning CX prioritization uses a simple but effective four-box model. As CX prioritization moves up the maturity curve, it gets more complex by adding more […]
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Add Precision To Your CX Measurement

Join this webinar and discover how to identify valuable CX metrics and root out time-wasters.

Blog

The Future Of Documents: Content Creation Is Ripe For Its Own Digital Disruption

Cheryl McKinnon December 15, 2020
I remember the first time I saw a Google Doc. It was sometime in 2008, and people interested in collaboration and “Enterprise 2.0” on Twitter were circulating a link to a list of like-minded tech professionals. I clicked on the link, and my jaw dropped. The document looked like it was alive. There were about […]
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Blog

Using The Right Metrics For The Subscription-Based Business Model

Dan Bieler December 3, 2020
The subscription model offers new opportunities for businesses to enhance the value of their offerings as they become more embedded in the changing context of their clients’ customer journeys. But companies need to have the right metrics in place to be able to support the shift of the underlying value equation. Processes and systems for […]
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Blog

PlayStation 5 Launch Sends The UK Digital Customer Experience Back In Time

Michelle Beeson November 19, 2020
2020 leaves another sting in its tail for UK retailers today, among them Currys PC World, John Lewis, and Very.com (even Amazon had some trouble). After navigating the unexpected (and unprecedented) peaks and troughs of digital demand during 2020 pandemic lockdowns, it’s the planned launch of the PlayStation 5 that has managed to crash the […]
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Blog

NPS Benchmarks 2020: National Park Service, USAA, Trader Joe’s, And Navy Federal Top The Ranking

Maxie Schmidt November 6, 2020
Discover the five key findings from Forrester’s 2020 Net Promoter Score Benchmark.
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Blog

How To Measure Value For Customers

Maxie Schmidt October 22, 2020
Do you know whether or not your customers feel that it’s actually worth it to be your customer? In my latest report, “How To Measure Value For Customer,” I argue that most organizations cannot measure whether or not customers feel like they derive value from doing business with them. Customers derive value when they feel […]
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Blog

Real-Time, Contactless Feedback During The Pandemic

Steven Peltzman September 30, 2020
FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.
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Blog

InMoment Addresses Head On What Continues To Plague CX Programs

Faith Adams September 22, 2020
This morning, customer feedback management (CFM) vendor InMoment announced an array of new product and service offerings focused on improving experiences, not just measuring and reporting on them. The vendor is calling this Experience Improvement (XI). This is an aggressive move by InMoment: Customer experience (CX) technology buyers struggle to find differentiation among technology vendors […]
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Podcast

Find Your Firm’s Path To Customer Obsession

What It Means August 27, 2020
Customer obsession means putting the customer at the center of your business leadership, strategy, and operations. Learn how to define and operationalize a successful customer obsession strategy on this episode of What It Means with VP, Principal Analyst Shar VanBoskirk.
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