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For Customer Experience Professionals

The Future Of CX Measurement

Advanced Level: Measurement Practices For CX Transformation

December 3, 2018

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This report is part of "Act: Advanced Level" in The CX Transformation Playbook.

Why Read This Report

Three trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement programs will break down over time. This report shows how CX transformation leaders can modernize surveys, tap into new sources of CX measurement data, and upgrade CX analytics to drive more action. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • Three Trends Are Changing The CX Measurement Landscape
  • Innovate Your CX Measurement Program
  • Supplemental Material
  • Related Research Documents

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