Best Practice Report

Dashboard Guidelines: Customer Experience

January 1st, 2018

Summary

Historically, B2B customer experience has been viewed anecdotally or measured by event execution, survey results, or content consumption. However, understanding how to apply a standardized measurement approach is important to fully demonstrate the impact of the customer experience function. In this report, we present dashboard parameters for measuring and validating the contributions of the customer experience function to the accomplishment of business goals.

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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.