How To Measure Digital Customer Experience

January 1st, 2018

Maxie Schmidt VP, Principal Analyst

Andrew Hogan

With contributors:

Brandon Purcell , Harley Manning , James McCormick , Dylan Czarnecki , Kara Hartig

Summary

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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.