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.
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Insights
Blog
B2B Content: Experimentation Means Bold Bets And Cold Sweats
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
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
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
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
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
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
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?
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
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
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?
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
“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
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
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?
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
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 […]
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
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?
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
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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