Customer Experience Measurement
Customer experience measurement ensures that CX investments are performing. It also helps stakeholders understand the value of CX. Explore Forrester’s insights on customer experience measurement.
Discover how Forrester supports customer experience leaders.
Insights
Blog
Six Gaps Hold Feedback Management And CX Measurement Programs Back
Most CX teams still fall short in getting stakeholders to act on insights, Forrester’s 2025 global survey shows. Learn about the problem areas and how to move past them.
Blog
AIA Wins Forrester’s 2025 Customer-Obsessed Enterprise Award In APAC
AIA Group has won Forrester’s 2025 APAC Customer Obsession Award, recognized for putting customers at the heart of its strategy, operations, and leadership. The company stood out among strong contenders across the region.
Webinar
How To Simplify CX Tech Buying Decisions With Function-First Thinking
Learn how Forrester’s Function-First Framework helps CX leaders simplify complex technology decisions, prioritize functionality, avoid wasted investments, and align tech with strategic business goals.
Blog
CX Leaders: Optimize Spending And Boost Impact In Volatile Times
Budget planning this season may feel like a high-stakes expedition into uncharted territory. Learn how our 2026 Budget Planning Guide can help customer experience leaders deftly navigate this uncertain terrain.
Blog
Parting Lessons From CX Summit North America To Help You Deliver The Total Experience
As another CX Summit North America draws to a close, it’s time to get to work. Use these takeaways to help you create your action plan for transforming the experiences you offer.
Blog
Customer Experience Quality In The US Falls To An(other) All-Time Low
While persistent challenges plague CX in North America, EMEA offered some bright spots. Learn about this year’s Customer Experience Index (CX Index™) scores and the lessons they hold for brands.
Blog
Redefine How You Measure Digital Experiences At CX Summit APAC
Mature firms relentlessly connect digital experience (DX) metrics to business and customer outcomes. More importantly, they follow a disciplined methodology to ensure that they are tracking the right DX metrics that lead to meaningful customer and business impacts.
How To Simplify CX Tech Decisions Without Wasting Your Budget
Join us LIVE on September 17 to cut through CX tech complexity by making function-first decisions and get a first look at our CX Leader’s Guide To Savvy Tech Buying.
Blog
The Public’s Trust Is the Cornerstone Of Success For Singapore’s Government
Trust is the currency of effective governance. In Singapore, where public institutions are known for their efficiency and integrity, maintaining high levels of trust is not just a legacy — it’s a strategic imperative.
Blog
Low Survey Response Rates: Are You Asking The Wrong Question?
Learn the right questions to ask and the right tactics to employ to improve customer survey response rates.
Blog
Frictionless CX Is Possible But Only If You Have Foresight
After years of digital transformation, many companies still struggle with fragmented customer experiences. But in 2025, a new wave of converging technologies — from generative AI to adaptive edge intelligence — is making seamless, intuitive CX possible. The key? Foresight. At Forrester’s CX Summit North America, you’ll discover how emerging technologies are reshaping the way brands connect with customers.
Blog
It Takes A Postsale Team To Avoid A Messy DX
A postsale digital experience (PDX) helps customers succeed through self-directed activity, guides them to gain more value from current investments, and reduces churn risk.
Blog
The ROI Of CX Isn’t A Fairy Tale
Yes, thoughtfully designed CX programs do have tangible revenue outcomes. Yet proving ROI can be a source of frustration for CX leaders and business executives alike.
Blog
Coinbase Flips The Coin On Would-Be Extortionists
In a recent example of why managing insider risk is critical, cryptocurrency exchange Coinbase announced that it was the target of an extortion scheme enabled by insiders. Learn more about the incident and how to protect against it in this blog.
Blog
Choose Your Fighter: Customer Advocacy Tech Options In A Shifting Market
How can you make your customer advocacy program more proactive, more transparent, and more motivating to customers? With technology. Higher-performing customer advocacy programs lean on technology to scale customer advocate sourcing, management, activation, and measurement.
Webinar
Navigate Volatility, Reaffirm Your Brand, And Fuel Growth In Disruptive Times
Ready to tackle market volatility, changing customer expectations, and rapid digital disruption? Watch our webinar to learn how to stay resilient, put customers first, and boost loyalty in challenging times.
Blog
The Government Trust Imperative — Trust Drives Performance
While many government leaders understand the importance of trust, they often misunderstand what it is, what drives it, and what results from having earned it. That’s why Forrester developed the Government Trust Imperative Metric to measure trust at three levels of government — national/federal, provincial/state, and local/municipal.
Blog
Measuring What Matters: Answering Key Customer Experience Metrics Questions From Our Webinar
We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.
On-Demand: 2026 CX Budget Planning That Works
Missed the live session? Watch our webinar to learn how CX leaders are investing in smarter tools, sharper tactics, and AI-ready teams for 2026 success.
Blog
Mature Customer Experience Measurement To Unlock Actionable Insights
Advanced technologies and analytic methods are redefining how organizations measure experiences and extract insights. CX leaders have an opportunity — and a responsibility — to spearhead this transformation.
Blog
Learn How To Make Every Journey Count And Unlock A Value Flywheel At CX Summit EMEA
Every customer journey can create or destroy value — both for your customers and your firm. At CX Summit EMEA, learn how to measure customer journeys and optimize their value.
Blog
How Banks Can Win At CX: Lessons From The Front Lines
Customer experience quality in banking is falling on average, but there are banking brands globally that buck this trend, outshining competitors and continuing to improve their CX performance.
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