Decision Tool

Forrester’s CX4IT Metrics Framework Assessment Tool

Drive Your CX4IT Improvement Program With An Effective Metrics Framework

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


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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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.