Seven Steps To Successful Customer Experience Measurement Programs
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.
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.
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
- Refine Your CX Measurement Over Time
- Supplemental Material
- Related Research Documents
The Customer Experience Ecosystem Redefined
November 29, 2016 | Rick Parrish
Pick A Powerful Pilot To Propagate Customer Analytics
October 28, 2016 | Brandon Purcell
Brief: Top 10 Ways To Rally Your Organization Around Customer Experience Metrics
August 29, 2016 | Maxie Schmidt-Subramanian