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

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Top Five Most Critical CMO Priorities For B2C Brands

Mike Proulx May 11, 2022
Fresh data from Forrester’s Q2 B2C Marketing CMO Pulse Survey, 2022, reveals the top five most critical CMO priorities for B2C brands. Learn more.
Blog

Customer Marketers: It’s Your Time To Shine

Amy Bills April 19, 2022
Customer marketing leaders, get ready for the spotlight. We’re having a “told you so” moment in customer marketing. As companies turn more attention to keeping their existing customers, the job of strengthening engagement, building loyalty, and developing advocates is front and center. A full 60% of marketing organizations plan to increase spend on customer engagement. […]

Drive Engagement With Your Digital Experiences

A five-step breakdown of how to get customers to embrace new digital experiences.

Blog

Great Solutions Compete For The Best Mobile Innovation For Accessibility And Inclusion Award

Karine Cardona-Smits January 28, 2022
I have been part of the Global Mobile Awards (GLOMO) jury for several years and have each year discovered inspirational competitors. This year, I judged one of the Tech4Good categories, and I found it particularly difficult to come to a final ranking. The three finalists illustrate perfectly how technology can be a powerful driver for […]
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New Forrester Data Shows Wide Disparities In US Federal Customer Experience (CX) Quality Despite Overall Gains

Rick Parrish December 10, 2021
Average Federal CX Ekes Out A New High, Still Trailing The Private Sector It’s a new White House priority to provide “excellent, equitable, and secure federal services and customer experience.” To help understand the state of the federal CX, Forrester has published a US federal CX Index (CX Index™) report since 2015. This year, in […]
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Closing The B2B Trust Gap

Ian Bruce November 11, 2021
Trust is the single most important brand attribute for B2B buyers. It's time for B2B companies to close the gap between how trustworthy they believe they are and how buyers actually see them.
Blog

“Predictive” Marks A New Era In Customer Experience Management

Steven Peltzman November 4, 2021
Forrester has launched a new feature in its FeedbackNow platform that lets brands move into the predictive era of customer experience. Learn more here.
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Predictions 2022: This Is A Year To Be Bold

Sharyn Leaver October 26, 2021

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Europe Predictions 2022: Customer Experience

Joana de Quintanilha October 26, 2021
In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.
Blog

How European Auto And Home Insurers Can Differentiate On Customer Experience

Oliwia Berdak October 18, 2021
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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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.
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 […]
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 […]

Design Better Chatbots

Here's how to create chatbots that customers will love.

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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.
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.
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 […]
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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如何建立一个成熟的客户体验衡量项目

Maxie Schmidt-Subramanian 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。
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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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.
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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