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
Customer Experience Quality In The US Falls To An(other) All-Time Low
While persistent challenges plague CX in North America, EMEA offered some bright spots. Learn about this year’s Customer Experience Index (CX Index™) scores and the lessons they hold for brands.
Blog
Redefine How You Measure Digital Experiences At CX Summit APAC
Mature firms relentlessly connect digital experience (DX) metrics to business and customer outcomes. More importantly, they follow a disciplined methodology to ensure that they are tracking the right DX metrics that lead to meaningful customer and business impacts.
Blog
The Public’s Trust Is the Cornerstone Of Success For Singapore’s Government
Trust is the currency of effective governance. In Singapore, where public institutions are known for their efficiency and integrity, maintaining high levels of trust is not just a legacy — it’s a strategic imperative.
Blog
Low Survey Response Rates: Are You Asking The Wrong Question?
Learn the right questions to ask and the right tactics to employ to improve customer survey response rates.
Blog
Frictionless CX Is Possible But Only If You Have Foresight
After years of digital transformation, many companies still struggle with fragmented customer experiences. But in 2025, a new wave of converging technologies — from generative AI to adaptive edge intelligence — is making seamless, intuitive CX possible. The key? Foresight. At Forrester’s CX Summit North America, you’ll discover how emerging technologies are reshaping the way brands connect with customers.
Blog
It Takes A Postsale Team To Avoid A Messy DX
A postsale digital experience (PDX) helps customers succeed through self-directed activity, guides them to gain more value from current investments, and reduces churn risk.
Blog
The ROI Of CX Isn’t A Fairy Tale
Yes, thoughtfully designed CX programs do have tangible revenue outcomes. Yet proving ROI can be a source of frustration for CX leaders and business executives alike.
Blog
Coinbase Flips The Coin On Would-Be Extortionists
In a recent example of why managing insider risk is critical, cryptocurrency exchange Coinbase announced that it was the target of an extortion scheme enabled by insiders. Learn more about the incident and how to protect against it in this blog.
Blog
Choose Your Fighter: Customer Advocacy Tech Options In A Shifting Market
How can you make your customer advocacy program more proactive, more transparent, and more motivating to customers? With technology. Higher-performing customer advocacy programs lean on technology to scale customer advocate sourcing, management, activation, and measurement.
Webinar
Navigate Volatility, Reaffirm Your Brand, And Fuel Growth In Disruptive Times
Ready to tackle market volatility, changing customer expectations, and rapid digital disruption? Watch our webinar to learn how to stay resilient, put customers first, and boost loyalty in challenging times.
Blog
The Government Trust Imperative — Trust Drives Performance
While many government leaders understand the importance of trust, they often misunderstand what it is, what drives it, and what results from having earned it. That’s why Forrester developed the Government Trust Imperative Metric to measure trust at three levels of government — national/federal, provincial/state, and local/municipal.
Blog
Measuring What Matters: Answering Key Questions From Our Webinar
We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.
Blog
Mature Customer Experience Measurement To Unlock Actionable Insights
Advanced technologies and analytic methods are redefining how organizations measure experiences and extract insights. CX leaders have an opportunity — and a responsibility — to spearhead this transformation.
Blog
Learn How To Make Every Journey Count And Unlock A Value Flywheel At CX Summit EMEA
Every customer journey can create or destroy value — both for your customers and your firm. At CX Summit EMEA, learn how to measure customer journeys and optimize their value.
Blog
How Banks Can Win At CX: Lessons From The Front Lines
Customer experience quality in banking is falling on average, but there are banking brands globally that buck this trend, outshining competitors and continuing to improve their CX performance.
Blog
The Total Experience Awaits At Forrester’s CX Summit 2025
Imagine a future where bold brand strategies seamlessly blend with real-world journeys to captivate and delight customers. Explore the tools to create that future at CX Summit North America, the premier gathering of CX, marketing, and digital professionals.
Blog
Tariffs, Your Customer, And Your Brand: A Common-Sense Guide
A tariff is simply a tax — when one country imposes a tariff on another (as the US has done with China and is threatening to do with Canada and Mexico), then products imported from those countries are subject to a tax.
Master CX Metrics Without Data Overload
Missed the live webinar? Watch the replay to learn how to choose the right CX metrics for success, align and prioritize measurement with business goals, and track your progress.
Blog
Improving CX Can Drive More Than One Billion Dollars In Revenue
Each year, we calculate how much business growth improving Forrester’s Customer Experience Index (CX Index™) by one point drives. For 2024, we published the results in the report, How Customer Experience Drives Business Growth, 2024. The report includes the dollar upside of improving CX Index by one point for 12 industries: airlines, luxury auto manufacturers, […]
Blog
The Automation Paradox Strikes Again: Lessons From Woolworths “Amazon Era” Productivity Play
Recent worker strikes at Woolworths’ distribution centers in Australia have reignited concerns over the use of AI-powered productivity systems in the workplace.
Blog
How To Reconcile Your Key CX Metrics: rNPS vs. tNPS
Are you prepared to explain to your leaders and business partners why the organization’s relationship metric is lower than transactional NPS scores? Get insight on how to communicate the value of each in this blog.
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