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
Forrester’s Digital Success Benchmark — How Leaders Should Use It
Organizations need digital metrics to track the success of their digital strategy. These metrics articulate intended outcomes and provide a yardstick for measuring progress. Many organizations use digital success metrics to compare themselves against their peers, but outperforming — or underperforming — these metrics isn’t the end goal. The real value of benchmarks lies in […]
Blog
Announcing The Forrester Wave™: Experience Research Platforms, Q1 2026
We evaluated eight top experience research platforms across 31 criteria for current offering and strategy. These criteria assess each vendor’s current capabilities and future strategy, giving buyers clear insights into where each platform excels and where it may fall short.
Blog
When Metrics Divide, Value Suffers: Enter Value-Aligned Measurement
Effective alignment across functions, teams, and partners remains one of the most persistent barriers to value creation for organizations. Our latest research, “Design Metrics That Boost Organizational Alignment,” shows why even organizations that use frameworks such as OKRs struggle and how value-aligned measurement helps bridge the gap.
Blog
The Hidden Culture Risks Of Rapid Growth And How Leaders Can Counter Them
Rapid growth is often coupled with an underestimation of the cultural implications. Learn three intentions leaders can adopt to preserve and grow culture energy during times of rapid growth.
Blog
Forrester’s Global Net Promoter Score Rankings, 2025
As we head into 2026, learn how to improve your CX using the latest Net Promoter Score rankings from Forrester’s annual customer experience benchmark study.
Podcast
431: Metrics Obsession – Fixing Dysfunctional CX Measurement
Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.
Blog
Predictions 2026: CX Teams Look To Escape The Orbit Of Dysfunction
Many CX teams are drifting dangerously close to the event horizon of metric obsession — a gravitational pull toward dashboards and KPIs that threatens to consume purpose and impact. 2026 will mark a critical decision point.
Predictions 2026: Your Planning Starts Here
2026 will demand proof, not promises. Explore Forrester’s Predictions resources — guides, webinars, and blogs — to plan smarter, lead with trust, and stay ahead of disruption.
Blog
Have CX Programs Lost The Plot? The Risky Game Of Survey Score Inflation
The Misguided Pursuit Of Metrics Customer experience (CX) programs were designed to uncover insights, drive improvements, and enhance outcomes for customers while fueling business performance. Yet many have veered off course. Instead of improving experiences, they’ve become fixated on maximizing survey scores, mistaking metrics for meaning. Survey scores are not like other business metrics. They […]
Blog
CX Cast Roundup, September 2025: Change, Mobility, And The Future Of CX Talent
This month on The CX Cast, we explored the realities of leading customer experience in a rapidly evolving world. From reimagining mobility to fixing change management failures and even preparing the next generation of CX leaders, as always, we provide practical advice you can apply today. Here’s what you missed and why you should catch […]
Blog
European Banks Have Room To Grow — And Leaders To Learn From
Forrester’s Total Experience Score shows that many European banks aren’t delivering on brand promises. Explore which banks lead in customer and brand experience.
Blog
Your Successful Customers Have Power Over Buyers — Don’t Leave It To Chance
A new report, “Amplify Customer Voices To Support Buying Decisions,” helps organizations understand their customers’ influence on B2B buying decisions and provides guidance on nurturing knowledgeable customers to share their experiences with buyers.
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.
APAC B2C Leaders: Watch 2026 Predictions On Demand
Missed the live event? Watch the replay to uncover Forrester’s 2026 predictions for APAC B2C marketing, CX, and digital — and learn how to lead with trust, transparency, and measurable impact.
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.
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.
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