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.

Insights

Video

How To Prove The ROI Of CX (Video)

Maxie Schmidt 2 days ago

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Blog

How To (Not) Conduct CX Surveys During The COVID-19 Crisis

Maxie Schmidt March 25, 2020
Instead of CX surveys as usual, you need to show that you aren’t tone deaf to the unprecedented situation your customers face due to COVID-19. Read how to adjust your survey methods.
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Capture The ROI Of CX

With this step-by-step guide and ROI calculator, learn how to build a compelling financial case for CX and measure results.

Blog

Evaluate And Adjust Your VoC Program To Improve CX During COVID-19

Faith Adams March 20, 2020
Read how to adjust your VoC program to deliver the critical customer feedback you need to serve and retain your customers during the COVID-19 pandemic.
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Blog

Q&A On CX Measurement And ROI

Maxie Schmidt February 26, 2020
Have questions about CX measurement, business cases, and ROI? Get answers in this Q&A.
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Blog

What’s Important Today In A Customer Feedback Management Vendor

Faith Adams February 12, 2020
Navigating the customer feedback technology and services market is challenging for buyers. Find out what differentiates the vendors with this research.
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Blog

How To Get Executives To Buy In To CX Transformation

Maxie Schmidt February 6, 2020
Tie proposed CX initiatives to what executives care about most. Find guidance for building a business case.
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Blog

Q&A — Uniting CX + Marketing At CX North America

Melissa Parrish February 4, 2020
When CX and marketing work together, they accomplish amazing things. Discover why the time is bring these groups together in this Q&A.
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Blog

Answers To Common CX Questions

Harley Manning February 3, 2020
A round-up of answers to CX questions asked by audience members during the Predictions 2020 webinar.
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Podcast

How (And Why) To Leverage CX Champions Programs

What It Means January 16, 2020
Many understaffed customer experience (CX) organizations are spinning their wheels and realizing they can’t meet their goals in a silo. On this week’s What It Means, Analyst Angelina Gennis joins to discuss how CX champions programs can catalyze CX transformation.
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Blog

Improving Customer Experience By One Point Can Drive More Than A Billion Dollars In Revenue

Maxie Schmidt January 13, 2020
By ignoring CX, you leave big money on the table. Discover why CX drives business results and how to calculate just how much your firm stands to gain.
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Blog

The Right Way To Prioritize Customer Experience Projects

Harley Manning December 16, 2019
Prioritizing CX projects can be relatively easy — if the CX team sets up its measurement program to populate a simple but effective prioritization model.
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Blog

How To Prove That Fixing Customer Experience Problems Cuts Costs

Harley Manning December 1, 2019
Learn a simple method for achieving financial results with CX.
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CX North America 2020

Join 50 Forrester analysts and 1,500 CX industry leaders for three days of innovative customer experience thought, tech, and strategy.

Blog

Define New Relationships With CX Champions Programs

Angelina Gennis November 27, 2019
Learn how using CX champions can help your program.
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Blog

The US Federal Customer Experience Remains Weak And Uneven In 2019

Rick Parrish November 25, 2019
Federal agencies are struggling with CX, despite a mandate from the White House. Uncover key areas where improvement could make an impact at your agency.
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Podcast

The Secret To Transformational CX Design: Your Org Chart

What It Means November 21, 2019
What does it take to design truly transformational, human-centric customer experiences? On this episode of What It Means, Bank of America’s Rachel Kobetz shares her insights.
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Blog

How Much Is CX Actually Worth In Profit For Telecoms?

Tom Mouhsian November 5, 2019
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.
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Blog

Consumers Demand Hybrid CX

Tom Mouhsian October 30, 2019
The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]
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CX Sydney 2020

Go further, do better, and prove to your executive team why CX investments are money well spent. Join us on April 29-30.

Blog

The Power Of “Now” CX

George Colony September 9, 2019
The value of real-time CX: differentiation, growth, and better retention. Learn more about the next frontier of CX and why Forrester developed FeedbackNow 2.0.
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Blog

The Canada Customer Experience Index, 2019: Canada’s Best Year Yet

Rick Parrish July 15, 2019
Despite the improvement in Canadian CX quality, not a single brand has managed to rise to the top of our rankings and continue to move upward — the mark of a true CX leader.
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Blog

Retail Mobile App Experiences: A New Best-Practices Series

Michelle Beeson July 1, 2019
Best practices for retailers' mobile apps gleaned from an evaluation of 15 apps in the US and Europe.
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