Metrics obsession is a common cultural problem with consequences for CX, and CX leaders can inadvertently exacerbate the problem. Join Forrester and your peers in this session as we share with one another the challenges within an organization focused on hitting metrics targets, how these challenges impact us, and what we can do to overcome them. This conversation will be hosted by Forrester analysts Maxie Schmidt and Angelina Gennis and will include open discussion with participants. Please bring your questions and experiences to share with the group. Questions for discussion: What does “metrics obsession” look like in your organization? How does it manifest in cultural norms? What are your practices for metrics design and management? Do these practices ensure your metrics are reliable and valid?What tactics do you observe to support a balanced relationship with metrics? What culture work is effective? Peer discussions are available exclusively to Forrester Decisions VIP Leaders and Leader license holders for their own participation.

Join Forrester experts and your peers for an interactive presentation that will dive deeper into Forrester’s 2026 Predictions for customer experience.Key takeaways: Understand the changing technology, consumer, and market dynamics in store in 2026. Uncover new insights based on Forrester’s research and expert analysis.Prepare your team and your organization for what’s ahead. Target audience level: all levels