How To Report

Use Forrester’s CX4IT Metrics Framework To Enhance Customer Experience And IT Performance

Build A Measures And Metrics Framework That Delivers Superior CX4IT

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


An efficient, effective customer experience for IT (CX4IT) measures and metrics framework is crucial for CX4IT-driven organizations to deliver superior customer experience (CX). The framework aligns CX4IT principles with strategic decisions, enables data-driven decision-making, and uses comprehensive metrics to gain insights into IT’s impact on service delivery and business success, encompassing interaction, perception, and outcome metrics to monitor the impact of CX4IT improvements. By adopting this framework, CX and technology executives can continuously improve CX4IT programs, ensure exceptional CX, and achieve IT excellence on their journey toward high-performance IT and business 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.