Featuring:
Maxie Schmidt, VP, Principal Analyst
Show Notes:
Every year, Forrester conducts a global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices. Leaders of CX measurement programs are reporting improvements in 2024 compared to 2023. Forrester VP, Principal Analyst Maxie Schmidt explains why there are persistent gaps in what CX measurement programs can do compared to current maturity. We discuss:
- What’s the state of CX measurement in 2024?
- Where are the gaps in CX measurement programs?
- What are programs measuring?
- How well are firms acting on what they’re measuring?
- Are firms linking CX metrics to business metrics?
