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For Customer Experience Professionals

Establish A CX Measurement Program In Seven Steps

Beginner Level: Measurement Practices For CX Transformation

November 29, 2018


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

Why Read This Report

Customer experience (CX) transformation requires companies to quantify the quality of experiences and their link to the organization's overall metrics. To do this, CX leaders need to establish robust measurement practices, but for most firms, that's a tall order. This report describes how to establish an effective measurement program and use it to power a CX transformation. It also links to additional reports that provide more depth for when you're ready to evolve your measurement competency to the intermediate level. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • CX Measurement Requires A Change Of Perspective
  • Follow Seven Steps To Establish Your CX Measurement Program
  • Recommendations

  • Ensure The Success Of Your CX Measurement Program
  • Supplemental Material
  • Related Research Documents

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