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.
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