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

Blog

InMoment Addresses Head On What Continues To Plague CX Programs

Faith Adams 7 days ago
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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The US CX Index 2020: Why CX Differentiation Leads To Long-Term Success

Dive into the latest results from this year’s US CX Index, explore trends in CX quality at the brand and industry level, and understand the impact of CX-based differentiation.

Blog

Canada Customer Experience Index, 2020, Results Are Now Live!

Rick Parrish August 26, 2020
Forrester’s Canada Customer Experience Index 2020 reveals the scores of 147 brands across 12 industries. This year is especially exciting for two reasons: 1. We added the utilities industry. 2. The CX Index survey was still in the field during the beginning of the COVID-19 pandemic, providing us a unique opportunity to examine how customers’ perceptions changed.
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Blog

Forrester Reviews And Scores US Mobile Banking Apps: What We Learned

Peter Wannemacher August 12, 2020
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […]
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Blog

What US Health Insurers Can Learn From The CX Leader In The Category

Faith Adams August 11, 2020
The approach that Florida Blue is taking to CX is working - and other insurers can learn from it. Learn how Florida Blue achieved a 5.8-point improvement in this year's CX Index.
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Blog

SAP To Spin Off Qualtrics — What Should CX Technology Buyers Expect?

Faith Adams July 28, 2020
SAP just announced its intent to spin off Qualtrics — the $8 billion dollar purchase it made less than two years ago. This move goes against much of what was said when the acquisition took place, when it was stated that the two companies were bringing together two powerful systems, one operational and one experiential. […]
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Blog

Executives Really Must Walk In Their Customers’ Shoes

Faith Adams July 15, 2020
Back when I was a customer experience (CX) practitioner, I regularly found myself reminding stakeholders up and down the organization that, just because they may have never experienced something, it did not mean that it wasn’t happening to our customers. It would be followed up with me encouraging them to adopt an outside-in perspective and […]
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Webinar

CX Metrics For Alignment & Change Management

Inspiring behavior change is one of the toughest and most critical parts of a CX professional’s job. Discover the metrics that drive customer-centric culture and executive alignment.

Blog

CX Reality Day: What Will You Discover?

Melissa Parrish July 13, 2020
This Wednesday, July 15th, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day.
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Blog

Go Beyond Surveys In CX: Learn From Two Practitioners’ Experiences

Maxie Schmidt June 23, 2020
At Forrester’s CX North America event, I delivered a session about going beyond surveys to measure customer experience (CX). To help convince attendees it’s possible, I asked two wonderful guest speakers to highlight their organization’s efforts to move beyond surveys in CX. Read their stories.
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Blog

Your Business Success Depends On Delighting The Right Type Of Customer: Enter The Devotees

TJ Keitt June 10, 2020
Customer experience (CX) professionals must show their executives that good CX is critical to business success, especially in this down economy. Many metrics help CX pros track the quality of those experiences, including customer satisfaction, advocacy, and effort. But these metrics alone don’t tell business leaders whether investments in CX deliver improved business performance. After […]
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Blog

Create Meaningful Measurement, Not A Mess Of Metrics

Srividya Sridharan April 21, 2020
Before we drown in dashboard dystopia, let’s swing the pendulum back to create meaningful metrics and measurement that will move your business forward and at the same time drive the outcomes that your customers want. At Forrester’s Customer Experience North America virtual event on June 16–18, we have an entire track dedicated to meaningful measurement where we’ll explore how both CX professionals and marketers can up their measurement game across six dimensions.
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Blog

Three Insights From The Forrester Wave™: Digital Wealth Management Platforms, Q1 2020

Vijay Raghavan April 20, 2020
The wealth management industry is undergoing a digital transformation, and firms are turning to digital wealth management platforms (DWMPs) to accelerate their initiatives. In “The Forrester Wave™: Digital Wealth Management Platforms, Q1 2020” report, we identified the 13 most significant digital DWMP providers, which we evaluated across 26 criteria. We define a DWMP as: An […]
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Revitalize CX Measurement & Prioritization

A guide to prioritizing CX projects with the greatest business impact and demonstrating their contributions in a cost-sensitive environment.

Blog

Go Beyond Surveys To Measure CX

Maxie Schmidt April 15, 2020
Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.
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Video

How To Prove The ROI Of CX (Video)

Maxie Schmidt April 3, 2020

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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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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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Brand + CX: Marketing's New Imperative

The rules of marketing have changed. Learn how to capture opportunity and drive growth.

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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