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

What Do Tadpoles And VoC Programs Have In Common?

Colleen Fazio September 19, 2023
I spend my days talking to clients about how to collect and use customer feedback to improve CX and drive business results. At night, I’m working toward my informal PhD in biology — courtesy of my two young sons who love to share their encyclopedic knowledge about bugs, insects, snakes, and all things creepy crawly. […]
Blog

Growth Strategy In Action: Apple Plants New Seeds

Dipanjan Chatterjee August 7, 2023
Two months ago, I announced Forrester’s revenue growth framework. We reviewed academic research, evaluated practitioner models, spoke with CMOs, and studied best practices among companies to distill a framework to help our clients develop a structured approach to growing revenue. I’ve applied this lens to Apple’s latest earnings release to analyze the company’s growth strategy. […]

Get The Latest In Customer Experience

Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.

Blog

How Data Pros Can Help Build The Future Of Customer Experience Insights

Rich Saunders August 3, 2023
Join us at Forrester’s Data Strategy & Insights event to learn about how customer experience and data professionals can work more closely to ensure that they collectively provide the analytics and insights their organizations need to improve experiences.
Webinar

Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog

Are You Prepared to Include CX Metrics In Earnings Calls?

Pete Jacques July 25, 2023
If you're considering sharing your CX performance during an earnings calls, here's how to do it right.
Blog

Key Trends In Customer Journey Mapping

Michelle Beeson July 4, 2023
The customer journey mapping (CJM) platform landscape is an eclectic, innovative market where vendors’ go-to-market strategies and focus vary. Forrester’s ongoing work with CX professionals and CJM platform providers reveals key trends in the use of CJM software across organizations and how these platforms must evolve to keep pace with CX pros’ needs. CX pros […]
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US Health Insurers’ CX In 2023: Stable, Trending Toward Stagnant

Judy Weader June 16, 2023
If there’s a hair’s breadth between keeping pace and treading water, the US health insurance industry is balancing right on it. In our latest report, The US Health Insurers Customer Experience Index Rankings, 2023, we reviewed and dissected the latest Customer Experience Index (CX Index™) data for the industry — and became keenly aware of […]

Where Are CX Leaders Targeting Their 2024 Spend?

Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.

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US CX Quality Falls For An Unprecedented Second Consecutive Year

Pete Jacques June 12, 2023
US brands struggled to deliver effective customer experiences in 2023, but some succeeded. Discover the US Customer Experience Index (CX Index™) 2023 results.
Blog

Congrats, You’ve Launched Your Product … Now What?

Sam Somashekar May 9, 2023
Product managers must keep an eye on the long-term prize for their offerings. Learn how — and dive deeper at Forrester's B2B Summit North America.
Blog

The Right Way To Set CX Metrics Goals

Rich Saunders May 2, 2023
CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.
Blog

AI-Powered Rap Song Heralds New, Unprecedented Experiences

Zhi Ying Barry April 12, 2023
Generative AI opens new possibilities for quickly delivering novel experiences. But with great power comes great responsibility.
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Low Measurement Maturity Remains A Challenge For CX Leaders

Maxie Schmidt April 11, 2023
How effective are customer experience (CX) measurement programs? To answer this question, we fielded our 2022 State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or voice of the customer (VoC) at their organization. You will find the detailed results in our report, The State Of CX Measurement Practices, 2022 […]

Steer Your CX Budget With Our 2024 Benchmark Data

Join Forrester analysts for a LIVE webinar on Aug. 24 to explore 2024 insights for investing in CX strategy to drive action, value, and revenue.

Webinar

Is Your CX Measurement On Track? Four Steps To Choosing The Right CX Beacon Metric

Learn how to make a strategic, data-informed evaluation of your beacon metric and ensure that it’s communicating the true value of CX to the C-suite.
Blog

Google’s Virtual Assistant Plans Signal A Market Shift In Conversational AI

Michele Goetz April 5, 2023
Learn why recent news about Google virtual assistant signals a tipping point for large language model users.
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B2B Content: Experimentation Means Bold Bets And Cold Sweats

Phyllis Davidson March 22, 2023
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 March 20, 2023
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 […]
Blog

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

Rusty Warner March 17, 2023
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.

Avoid Choosing The Wrong CX Beacon Metric

Attend our May 17 webinar to learn how to use a four-step process to evaluate and choose a CX beacon metric aligned with business and financial goals.

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 […]
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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.
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