Advanced Search

Save Or Share This Report

For Customer Experience Professionals

Seven Steps To Successful Customer Experience Measurement Programs

How To Define The Right CX Metrics And Use Them To Improve CX

February 4, 2016

Primary author headshot

Authors

Why Read This Report

Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This report provides a performance management framework for key decision-making in a seven-step process that customer experience professionals must follow if they want to optimize their efforts on the path to customer experience maturity.This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help 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

  • Today's CX Measurement Programs Mean Well But Lack Discipline
  • How To Design And Implement A Successful CX Measurement Program
  • Recommendations

  • Refine Your CX Measurement Over Time
  • Supplemental Material

Recommended Research