For Customer Experience Professionals

Seven Steps To Successful Customer Experience Measurement Programs

How To Define The Right CX Metrics And Use Them To Improve CX

    Why Read This Report

    Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This report provides a performance management framework for key decision-making in a seven-step process that customer experience professionals must follow if they want to optimize their efforts on the path to customer experience maturity.This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
    US $499
    Add To Cart
    Become A Client

    Get objective, pragmatic guidance that helps you make tough decisions and succeed in a complex world. Contact us to learn more.

    Already A Client?
    Log in to read this document.


    • Today's CX Measurement Programs Mean Well But Lack Discipline
    • How To Design And Implement A Successful CX Measurement Program
    • Recommendations

      Refine Your CX Measurement Over Time
    • Supplemental Material