Decision Tool

Forrester’s CX Measurement Program Assessment Tool

June 16th, 2023
With contributors:


Customer experience (CX) leaders who want to evolve their CX measurement program should identify its strengths and improvement opportunities in six dimensions: strategy, metrics, processes, analytics, people, and governance. Forrester’s CX Measurement Program Assessment Tool lets CX leaders evaluate the effectiveness of their CX measurement program and provides a scorecard that they can use to build their CX measurement improvement roadmap.

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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.