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

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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CX North America

A more connected experience is possible. Learn more at Forrester’s must-attend event for CX practitioners.

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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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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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Connected Experiences. Inform. Integrate. Grow.

A more connected experience is possible. Learn more at CX North America, Forrester’s must-attend event for CX practitioners.

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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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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Enhance Your Customer Experience Strategy

Join us for two complimentary webinars on how European CX leaders can establish and grow their CX function, and measure CX within privacy regulations.

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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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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Predictions 2021: CX Leader Webinar

CX will be at the forefront of 2021's greatest challenges. Discover the keys to success.

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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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