Pete Jacques

Principal Analyst

Author Insights

Blog

Questions To Ask When Setting CX Metrics Goals

Pete Jacques October 17, 2022
If you’re responsible for setting CX measurement goals, or for evaluating goals handed down by your executives, consider these points.
Blog

Get Ready For Planning Season: Is Your CX Beacon Metric Still The Best Choice?

Maxie Schmidt-Subramanian August 8, 2022
Read recommendations for how to select the a CX beacon metric that will work for your organization, including evaluation questions.
Blog

The Canada Customer Experience Index, 2022, Uncovers A Slip In CX Quality

Pete Jacques June 9, 2022
Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.
Blog

The US Customer Experience Index, 2022, Shows That Brands Struggled During The Past Year

Pete Jacques June 6, 2022
Forrester's 2022 Customer Experience Benchmark Study reveals CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.