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

How European Auto And Home Insurers Can Differentiate On Customer Experience

Oliwia Berdak 5 days ago
Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.
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Blog

Mutuals And Challengers With Great Digital Offerings Or Customer Service Provide The Best Banking CX In Pandemic Europe

Oliwia Berdak October 15, 2021
Forrester surveyed customers of the 38 of the largest and most important banking brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Banking Customer Experience Index, 2021. As in 2020, mutuals and challengers (banks founded as alternatives to traditional banks) offer the best experiences across Europe.
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Nine Industries Improved Their CX Significantly In 2020

How did your industry fare? Check out the results from Forrester's US Customer Experience Index.

Blog

Cancel The “Cost Center” Culture In Customer Service

Max Ball September 3, 2021
In my past 30 years in the contact center industry at organizations such as 8×8, Genesys, IBM, and RingCentral, I’ve watched the same movie over and over and over again … too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more […]
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Blog

CX: How Indian Brands Performed In 2021

Amit Bhatia September 2, 2021
Ever watched “50 First Dates“? It’s the one where Adam Sandler woos Drew Barrymore, but there’s a catch: Each date is a “first date” because she can’t remember anything from their previous encounters — all thanks to her short-term memory loss. So, he’s forced to impress her all over again, every single day. A version […]
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Blog

How To Make The CFO Your Ally

Tom Mouhsian August 30, 2021
The strong connection between customers and money — and how the first leads to the second — would make CX pros and CFOs realize the value of collaboration.
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Blog

The Total Economic Impact™ Of DEI: Why Diversity, Equity, And Inclusion Matter

Stephanie Slate August 25, 2021
Essentially, as CX improves, more customers will comply with a department’s directives, engage with it proactively, speak well of it, trust it, and forgive its mistakes. And if the data is holistic and allows for true representation, it will allow government operations to cost less and run more smoothly.
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Blog

Qualtrics’ $1.125B Acquisition Of Clarabridge Upends The Customer Feedback Management Market

Judy Weader July 30, 2021
Yesterday evening, Qualtrics announced that it’s acquiring Clarabridge in an all-stock deal worth $1.125 billion. This is a great move for Qualtrics. In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]
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Lessons From Florida Blue: Building A Successful CX Measurement Program

Blog

Win The Trust Of Your LGBTQ+ Millennial Targets

Mike Proulx June 7, 2021
Brands, you’ve got work to do with LGBTQ+ Millennials who, as it turns out, have trust issues with you. The data is hot off the presses from Forrester Analytics Consumer Technographics® Benchmark Survey, 2021 — a survey of close to 200,000 global online adults. Given that it’s Pride Month, I was extra eager to compare […]
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Blog

如何建立一个成熟的客户体验衡量项目

Maxie Schmidt May 20, 2021
我们最新发布了三份报告,分别囊括了构建CX衡量项目的三个阶段中的最佳实践、建议和公司案例,旨在帮助CX主管提高项目的成熟度。点击“阅读原文”了解更多细节。
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Blog

CX Leaders Have The Opportunity And The Responsibility To Drive Growth

Su Doyle April 30, 2021
What customer experience (CX) leaders care about and what CEOs care about don’t usually line up, and that’s a problem. It impacts budgets, staffing, and the overall clout of the CX function. As a former CX leader and as an executive in charge of growth strategies, I know we can do better! At CX APAC and CX […]
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Blog

CX Is A Critical Driver Of Emotional Loyalty

Mary Pilecki April 26, 2021
Emotion metrics can be a measure of a customer’s actual loyalty. But only when they're placed in a larger context of customer loyalty metrics. Read more.
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Blog

Digital Accessibility Is About Great CX, Not Just Compliance — Takeaways From Deque’s Inaugural Axe-con Conference

Gina Bhawalkar March 29, 2021
I speak with companies weekly about the growing importance of digital accessibility, and prior to 2020, those conversations almost always started with this question: “How do we make our sites and apps accessible so we don’t get sued?” It’s a fair question — after all, the number of web and mobile accessibility lawsuits has increased […]
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Add Precision To Your CX Measurement

Join this webinar and discover how to identify valuable CX metrics and root out time-wasters.

Blog

How Customer Experience Measurement Drove CX Improvements In 2020 Despite COVID

Harley Manning March 18, 2021
Despite COVID-19, customer experience measurement improvement at leading companies continued in 2020 and led to business growth. Learn more.
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Blog

Discover And Reduce The Privacy Risks Of Your Customer Experience Measurement Practices

Maxie Schmidt March 17, 2021
There are privacy risks in customer experience measurement. Today, protecting your customers’ and your employees’ privacy is key. Learn how to.
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Blog

Advanced CX Measurement Programs: Beyond Surveys; Journey-Centric; Proactive

Maxie Schmidt March 4, 2021
Explore what distinguishes an advanced CX measurement program and how to recalibrate your customer experience measurement strategy to achieve more.
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Blog

How To Build A Mature CX Measurement Program

Maxie Schmidt March 4, 2021
Discover the three stages of building a mature CX measurement program that fuels business success and customer loyalty, and how to get started.
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Blog

Measure Three Types Of Customer Experience Metrics

Maxie Schmidt March 1, 2021
As a Customer Experience leader, you need an effective measurement programme. To achieve this, make sure you measure and link these CX Metrics. Learn more.
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Podcast

The State Of Consumer Trust

What It Means February 18, 2021
Is consumer trust disappearing? Join Senior Analyst Anjali Lai to explore why trust isn’t going away. Instead, it’s being earned in new ways and directed toward new entities.
Listen Now
Blog

Level Up Your CX Prioritization By Thinking In Multiple Dimensions

Judy Weader February 8, 2021
In my last blog post about customer experience (CX) prioritization, I talked about the importance of balancing customer impact with business impact when making decisions about which projects to pursue. Beginning CX prioritization uses a simple but effective four-box model. As CX prioritization moves up the maturity curve, it gets more complex by adding more […]
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Blog

The Future Of Documents: Content Creation Is Ripe For Its Own Digital Disruption

Cheryl McKinnon December 15, 2020
I remember the first time I saw a Google Doc. It was sometime in 2008, and people interested in collaboration and “Enterprise 2.0” on Twitter were circulating a link to a list of like-minded tech professionals. I clicked on the link, and my jaw dropped. The document looked like it was alive. There were about […]
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