For Customer Experience Professionals

Executive Q&A: The Top Seven Customer Experience Measurement Questions Answered

    Why Read This Report

    To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so. Increasingly, companies are developing such a framework, despite facing sometimes major obstacles. This report answers some of the most common questions that customer experience professionals agonize over when it comes to CX measurement. We updated this report to reflect Forrester's recent research on the key dimensions of customer experience.
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    • 1. What does it mean to measure customer experience?
    • 2. What types of customer experience metrics do we need?
    • 3. How can companies pick the right metrics for each section of their customer experience measurement framework?
    • 4. Which customer experiences should we measure?
    • 5. How can companies measure customer experiences that span channels?
    • 6. How should companies use the customer experience metrics they collect?
    • 7. What is different about measuring customer experience in a B2B context?