Why Read This
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.