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For Customer Experience Professionals

Elevate And Scale Your CX Measurement Program

Intermediate Level: Measurement Practices For CX Transformation

February 25, 2021

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This report is part of "Act: Intermediate Level" in The CX Transformation Playbook.

Why Read This Report

Once customer experience (CX) pros have established a program for measuring CX in one area of their organization, they are ready to move the measurement program to the intermediate level. This requires that CX pros adopt best practices to elevate the quality of measurement and scale the program across more areas of the organization. This report, part of the CX transformation playbook, explains how. Forrester has updated this report based on new research.

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Table of Contents

  • Advance CX Measurement To Direct Organizationwide Transformation
  • Elevate The Discipline Of The Measurement Program
  • Scale The Measurement Program Across The Organization
  • Recommendations

  • Refine How You Measure CX And Share CX Insights
  • Supplemental Material
  • Related Research Documents

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