Best Practice Report

Measure What Matters For Modern, Resilient Operations

February 23rd, 2021
Rich Lane, null
Rich Lane
With contributors:
Lauren Nelson , Tyler Brown , Diane Lynch


Many operations leaders and their teams struggle with how to measure the performance of the digital services they deliver in a business context. This report explores how using new metrics that better represent the customer experience (CX) help operations teams select the best performance metrics in four critical categories.

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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.