Decision Tool

Forrester’s CX4IT Metrics Framework Assessment Tool

Drive Your CX4IT Improvement Program With An Effective Metrics Framework

June 11th, 2024
With contributors:
Su Doyle , Angelina Gennis , Matthew Guarini , David Morrison , Michael Belden

Summary

To lead high-performing customer experience for IT (CX4IT) organizations effectively, technology executives must thoroughly understand their strengths, weaknesses, opportunities, and threats. This requires technology executives to do more than just set metrics; it demands that they implement a robust operational framework for defining, monitoring, managing, and improving CX4IT metrics. Forrester’s CX4IT Metrics Framework Assessment Tool is instrumental in shaping an IT organization’s CX4IT pathway; it assesses the current framework maturity level, identifying strengths and areas for improvement across six key dimensions: strategy, metrics, processes, analytics, personnel, and governance. This holistic approach enables technology executives to develop a comprehensive strategy for enhancing CX4IT measurement practices and driving CX4IT success.

Want to read the full report?

This report is not available for purchase at this time.

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.