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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

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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
  • Recommendations

  • Refine Your CX Measurement Over Time
  • Supplemental Material

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