Featuring:

Rick Parrish, VP, Research Director

Show Notes:

This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester’s new Total Experience Score — a framework designed to unify brand and CX measurement. Tune in to hear why legacy metrics like Net Promoter Score℠ (NPS) and customer satisfaction (CSAT) are no longer sufficient, and how the Total Experience Score provides a more nuanced, actionable view of your brand. We discuss:

  1. Why is being “metrics obsessed” a problem?
  2. What is Forrester’s Total Experience Score, and how does it differ from traditional CX metrics like NPS or CSAT?
  3. How do brand perception and CX interact, and why do they matter separately?
  4. What are the challenges and opportunities in measuring employee experience as part of total experience?