Decision Tool

Forrester’s CX Measurement Program Assessment Tool

 and  ten contributors
Jun 16, 2023

Summary

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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