Rich Saunders, Senior Analyst

Show Notes:

CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every organization is at a different point in their measurement journey. Rich Saunders, Senior Analyst, describes the challenges in setting the right metric goals and how to take a tailored approach that matures over time. 

  • What are organizations’ most common challenges in setting CX metric goals effectively? 
  • Why is it important to set CX metric goals effectively? 
  • What method does Forrester recommend for setting CX metric goals? 
  • What should I do if I do not have all the data necessary to set goals as Forrester recommends? 

For more, check out Joana’s report: How To Set CX Metrics Goals | Forrester