Roadmap Report

How To Establish A CX Measurement Program

Seven Steps For Creating The Foundation For A Successful Program

August 15th, 2023
With contributors:


Customer experience (CX) leaders must establish a robust program to measure CX quality and then drive improvement actions. This report describes seven concrete steps that CX leaders should take to establish a CX measurement program that will fuel their organization’s CX transformation.

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.