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For Customer Experience Professionals

How To Establish A CX Measurement Program

Beginner Level: Measurement Practices For CX Transformation

February 25, 2021

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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 experience quality and its link to the organization's overall metrics. To do this, CX leaders must establish robust measurement practices. For most firms, though, that's a tall order. This report describes how to establish a measurement program as part of a CX transformation effort. 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

  • Effective CX Measurement Programs Drive Actions That Improve CX
  • Establish A Foundation For Your Program In Seven Steps
  • Recommendations

  • Market The Program, Prove Success, And Improve Continuously
  • Related Research Documents

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