Certification

Course: Build An Effective CX Measurement Program

Mature Your CX Measurement Program And Prove The Value Of CX

September 6th, 2024

Summary

In this course, you’ll learn how to mature your customer experience (CX) measurement program and prove the value of investing in CX. The course includes a series of short lessons (typically under 30 minutes each), a final project, and an exam. Using guided templates and activities, you’ll learn how to set a CX measurement objective, conduct a CX metrics inventory, optimize and set goals for CX metrics, and craft a Business Case One-Pager that shows investing in CX is worth it. When you finish the course, you’ll obtain a credit that you can apply toward an upcoming CX certification program.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.