Pete is a principal analyst serving customer experience (CX) professionals. He advises clients on CX measurement practices including how to align CX measurement with business strategy, selecting CX KPIs, developing measurement frameworks, and survey methodology. His research interests include trends in consumer sentiment and the impact on behavior. Pete also works extensively with Forrester’s Customer Experience Index (CX Index™) data.
Get examples of revenue, cost, and resilience outcomes that you can use to show the value of CX to executives.
Learn the pros and cons of common standardized CX metrics and generic CX metrics.
NPS hit its lowest in North America since 2016, APAC industries struggled, and EMEA had widespread stagnation. See the latest NPS results for 478 brands.
Performance lagged on at least two of three key metrics (effectiveness, ease, emotion), causing modest CX Index score drops across most US industries.
CX quality, measured by Forrester’s CX Index, fell to a new low of 68.3 in 2025. This is the fourth consecutive year CX quality decreased in the US.
Forrester’s Brand Experience Index (BX Index™), which measures brand perception among customers and noncustomers, reveals significant disparities in scores.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
