Vision Report

How To Measure Customer Experience Performance And Prove ROI

Define A Bold Vision For Your CX Measurement Program

June 16th, 2023
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Martin Gill , Jana Gül , Demi Starks

Summary

An effective CX measurement program can help you determine whether your organization creates customer experiences that drive business results. This report guides CX leaders who need a vision for their CX measurement program: It introduces which metrics you need to measure CX, how you can embed CX metrics and insights in organizational decision-making, and how to prove the value of improving CX.

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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.