Save or Share this Report

For Customer Experience Professionals

How To Measure Digital Customer Experience

Performance Management: The Digital Customer Experience Improvement Playbook

March 30, 2016

Playbook icon

This is the Performance Management report in The Digital Customer Experience Improvement Playbook For 2018.

Why Read This Report

Customer experience (CX) pros struggle to measure digital CX. Without effective measurement efforts, however, they're sure to create substandard digital experiences for customers. To succeed at digital measurement, CX pros must overcome hurdles like siloed metrics, complicated root causes, and organizational failures to take action on measurement insights. This report provides tools and processes that offer a path forward for CX pros seeking to measure and improve digital experience quality.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • CX Professionals Face Hurdles When Measuring Digital Experiences
  • The Recipe For An Effective Digital CX Measurement Program
  • Recommendations

  • Make Digital CX A Group Effort
  • What It Means

  • Digital CX Measurement Is About To Get More Sophisticated
  • Supplemental Material
  • Related Research Documents

Recommended Research