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

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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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

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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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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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

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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Brand + CX: Marketing's New Imperative

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

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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Webinar: How To Prove The ROI Of CX

Learn more about the ROI of CX and CX measurement 

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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