Seven Steps To Successful Customer Experience Measurement Programs
How To Define The Right CX Metrics And Use Them To Improve CX
February 4, 2016
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.
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Table of Contents
- Today's CX Measurement Programs Mean Well But Lack Discipline
- How To Design And Implement A Successful CX Measurement Program
- Refine Your CX Measurement Over Time
- Supplemental Material