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

B2B Content: Experimentation Means Bold Bets And Cold Sweats

Phyllis Davidson 8 hours ago
Optimizing the customer experience — a top priority for B2B organizations — requires dramatic improvements to the content engine. To build for the future, organizations will make bold bets, experimenting with AI to deliver contextual, personalized experiences.
Blog

New Forrester Wave™ Evaluation Examines Customer Feedback Management Technology

Colleen Fazio 2 days ago
Sixty-nine percent of global voice-of-the-customer (VoC) and customer experience (CX) measurement leaders use a customer feedback management (CFM) tool, according to Forrester’s 2022 global study of these leaders. That’s about the same number as the 70% who told us that their organization believes that the VoC/CX program is vital to its continued success. And yet […]

CX APAC — Bold Focus

Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.

Blog

Don’t Rely On The Butterfly Effect To Measure Business Value

Rusty Warner 5 days ago
It is critical for marketers and customer experience pros to align their respective metrics with shared business metrics. Use customer lifetime value alignment to achieve this.
Blog

India’s Budget For 2023: What It Means For Financial Services And Fintech Firms

Pushpa Marwal March 2, 2023
I looked at the 2023 budget that India’s Finance Minister presented on February 1, 2023. On that day, India’s Prime Minister tweeted, “This year’s budget infuses new energy to India’s development trajectory.” I find that he was not far off the mark. The budget for 2023 does aspire to create an empowered, inclusive, technology-driven, and […]
Blog

You Asked, We Answered: Questions From Our 2023 CX Predictions Webinar

Judy Weader February 27, 2023
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
Blog

Highlights From The UK Auto And Home Insurers CX Index, 2022

Oliwia Berdak December 15, 2022
Discover the 2022 Forrester CX Index scores for auto and home insurer brands in the UK, and dive into the CX drivers and emotions that drive loyalty the most.
Podcast

CX Teams Face Diverging Fates In 2023

What It Means December 15, 2022
The alarm bells are sounding: CX organizations are in trouble. One in five will find themselves on the chopping block in 2023 as the economy weakens, CX performance slips, and proof of ROI remains elusive. But there’s good news, too. One in 10 CX organizations will be stronger than ever at the end of 2023, explains VP, Research Director Rick Parrish. Find out how in this episode of What It Means.

CX EMEA — Bold Focus

Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.

Blog

¿Cómo Las Aseguradoras Españolas Pueden Mejorar Su CX y Generar Más Lealtad?

Joana de Quintanilha December 14, 2022
La Calidad de CX en las Aseguradoras De Autos y Hogares Españolas Queda Rezagada Comparada Con Sus Pares Europeas.
Blog

How To Get Executives To Buy In To CX Transformation

Maxie Schmidt-Subramanian December 13, 2022
Win support for customer experience transformation by connecting CX to financial goals. Learn how to craft a compelling CX business case, with examples.
Blog

CX EMEA 2023: Bold Focus

Martin Gill December 13, 2022
Take the initiative and use targeted innovation as the answer to tough times. Learn more at our event, CX EMEA 2023.
Blog

CX Index för Svenska försäkringsbolag 2022: Vad vill kunderna ha?

William Dahlgren December 12, 2022
Forrester har länge undersökt Customer Experience (CX) och hur kunder upplever interaktionen med företag i olika branscher och geografier. För första gången görs nu ett CX index på svenska försäkringsbolag som en del av det europeiska CX indexet. Varför är CX så viktigt? Och varför just nu? I vår forskning syns en tydlig korrelation mellan […]
Blog

Good News/Bad News About VoC And CX Measurement Practices

Colleen Fazio December 6, 2022
“Help us help you.” This was the call to action we put out in July and August of 2022 to voice-of-the-customer (VoC) and customer experience (CX) measurement leaders around the world. We asked CX professionals responsible for VoC and CX measurement activities to tell us about their teams’ scope and structure, practices, and challenges. In […]

CX Can Thrive In The Downturn

CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.

Blog

Customer Trust Was Weak Across US Financial Services Brands In 2022

Alyson Clarke November 8, 2022
How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022. Overall, customer trust was relatively […]
Blog

Financial Services Firms Need To Learn How To Earn Customers’ Trust

Alyson Clarke November 8, 2022
Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.
Blog

Does The Pursuit Of Customer 360 Have You Running In Circles?

Zeid Khater November 7, 2022
No doubt, you’ve heard of it. It’s called by many names: the golden record; the single source of truth. However, it is most often referred to as customer 360. What all these terms are referring to is a holistic view of a customer’s data, covering every single touchpoint and interaction with your company as well […]
Blog

Changing Your Loyalty Program? Here’s What To Consider

Mary Pilecki October 25, 2022
Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis. As both customer and business needs change, programs are evolving […]
Video

Predictions 2023: CX Teams Thrive Or Wither Based On What They Do Now

Rick Parrish October 25, 2022

Don't Be On The Losing Side Of CX Trends

Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.

Blog

Customer Experience In UK Banking Improved Significantly In 2022 — But Not Across The Board

Oliwia Berdak October 19, 2022
In 2022, we benchmarked CX quality at 10 leading UK banking brands. This year, the average CX quality in the UK banking industry improved significantly compared to 2021.
Blog

CX Index för svenska banker 2022: Vad vill kunderna ha?

William Dahlgren October 18, 2022
Forrester har länge undersökt Customer Experience (CX) och hur kunder upplever interaktionen med företag i olika branscher och geografier. För första gången görs ett CX index på svenska banker som en del av det europeiska CX indexet. Varför spelar CX roll? Och varför just nu? I vår forskning syns en tydlig korrelation mellan företags tillväxt […]
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.
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