Forrester’s CX Measurement Program Assessment Tool

June 16th, 2023

With contributors:

Martin Gill , Pete Jacques , Rich Saunders , Richard Sheahan , Colleen Fazio , Larry Robiner , Jana Gül , Jonathan Masland , Andrew Pelletier , Rachel Birrell

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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