Summary
A new Forrester global survey shows that organizations’ customer experience (CX) measurement practices have room for improvement. Executives focus on Net Promoter Score ℠ (NPS) while their organizations have gaps in their CX measurement frameworks. CX teams depend on surveys to measure CX despite being unable to guarantee data quality. They can do more to engage stakeholders on measurement. And organizations miss opportunities to empower employees who are accountable for CX metrics. This report reviews these and other insights from Forrester’s 2022 State Of VoC And CX Measurement Practices Survey.
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