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
Webinar
How To Frame Your Customer Journey Mapping With A Clear Purpose
Learn how to uplevel your journey mapping by targeting key moments, interactions, and areas of improvement so that you can better align your efforts with customer needs and expectations.
Blog
Overall Canada Customer Experience Quality Drops To A Historic Low
Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.
Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool
Watch our webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.
Blog
US Health Insurer CX Quality Plummets To A Five-Year Low
There’s just no way to sugarcoat this: US health insurer Customer Experience Index (CX Index™) ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline — and it’s easy to see why: Ten brands scored their lowest ratings in […]
Blog
Customer Experience Quality In The US Falls To An All-Time Low
US consumers' perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key findings from our recent report.
Blog
You Better Shape Up! Insights From Australia’s 2024 CX Index Study
Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.
Blog
Learn How Humans And AI Will Unite In The Future Of Work
This year’s CX Summit North America will feature our latest insights into how AI will impact company culture, DEI priorities, customer experience, and more.
Podcast
Can AI Help Prove CX ROI?
Perhaps the biggest challenge CX leaders have is proving the value of CX. Can AI help? Principal Analyst Pete Jacques thinks so and joins the podcast to explain how AI can help CX leaders prove ROI.
Shine A Spotlight On CX Value
The new CX leader superpower? Measurement. Download our e-book to learn what to measure to prove CX’s value and impact — so you can lead CX to success.
Blog
For Measuring Your Personalization Programs, The Number Of The Day Is … Three!
“Hey, Count von Count, how do I know if my personalization strategy is working?” It’s difficult for companies to assess because they often measure myopically at the individual point of interaction. But personalization tactics are numerous and diverse across a company, requiring a holistic approach to measurement for a complete view of personalization efforts. Source: […]
Blog
Discover The Future Of Boundless Experiences At CX Summit North America 2024
Join us in June to learn how to harness the power of humans and AI to deliver differentiated experiences that drive loyalty and growth.
Podcast
344: Scale Your CX Measurement Program
Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measurement with an appropriate level of autonomy for organizational units. VP and Principal Analyst Maxie Schmidt answers common questions on scaling measurement management programs, illustrated through case studies.
Webinar
Simple Tool, Big Impact: Winning Support For CX Initiatives
Learn how to use Forrester’s CX Business Case On A Page template to structure and manage a persuasive case to gain support for your CX initiatives — complete with a template walkthrough.
Blog
Invisible Experiences: Anticipate Customer Needs With Real-Time Interaction Management
Imagine having a butler who anticipates and serves your needs. Just as Alfred faithfully supports Batman, your personal assistant earns your trust through silent understanding. Now think of this relationship in terms of your experiences with brands. Do those experiences feel invisible and immersive? In Gotham City, Alfred ensures that Batman’s utility belt is always […]
Blog
Consumer Spending 2024: What It Means For Your Brand
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
Blog
Customer- Versus Business-Focused Mapping Tools: Cut Through The Confusion And Connect The Dots
Organizations have various tools for mapping processes, systems, and experiences. However, many of these tools focus on the internal business, neglecting the customer perspective. Customer experience (CX) mapping tools are valuable resources for organizations striving for customer centricity (or in Forrester terms, customer obsession) and aligning business outcomes with customer outcomes. The foundation of CX […]
Blog
Marketers Must Embrace AI To Maximize B2B Event Success
Current adoption of AI for B2B events is low, but there is enormous untapped potential.
Blog
Human Centricity: The Future Of IT Experience Monitoring
IT organizations must evolve they way they monitor employee and customer experience technologies. Learn why in this blog post.
Podcast
339: CX Predictions 2024: Healthcare
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Judy Weader and Shannon Germain Farraher get into the CX implications of the biggest predictions in healthcare. Tune in for insight on smart tech in hospitals, nontraditional benefits in plan designs, medical deserts, and other topics.
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
2023 Canada Net Promoter Score℠ (NPS) Rankings: Industries Lose Gains Made In 2022
Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries. We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]
Webinar
Predictions 2024 For CX & Digital Leaders
Explore our 2024 CX predictions with insights to help you tie our research to untapped opportunities to create digital, customer, and employee experiences that generate business growth and value.
Blog
What 2024 Has In Store For Indian CMOs
Discussions at recent events in Delhi, Bangalore, and Mumbai revealed what's top of mind for Indian marketing leaders.
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