Insights For Customer Experience Measurement

Discover how to measure CX performance and prove ROI

Do you struggle to show the value of your customer experience efforts to your execs? Can you clearly link CX work to money made or saved for the business? Do you still search for metrics your C-suite cares about? Are you sure about next steps?

Track the right metrics and transform customer experience potential


How To Get Executives To Buy In To CX Transformation

Win support for customer experience transformation by connecting CX to financial goals. Learn how to craft a compelling CX business case, with examples.

Advance CX Priorities

Get Forrester’s Predictions 2023 guides for analyst insight into opportunities to move CX ahead with bold action and clear focus.

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There’s Just One CX Metric That Matters To Your C-Suite — But You’re Not Reporting It

There’s one CX metric you must report to your CEO. It’s not NPS, CSAT, or even our beloved CX Index score. It’s $$$.

Building A Compelling CX Business Case

A persuasive customer experience (CX) business case delivers on the two Ms: measurable and meaningful. The case’s aims should be measurable (focused on metrics such as retention rate), but it also needs to meaningfully tap into the personal goals of internal stakeholders. Principal Analyst Maxie Schmidt breaks down how to build a persuasive CX business case on this episode of What It Means.

Do You Know The $-Value Of Improving CX?

We just updated our calculations for how much business growth you can expect from improving CX. We did this for the 14 industries we cover in our Customer Experience Index (CX Index™) survey. For all the details, you can check out our new report, “How Customer Experience Drives Business Growth, 2020.” But for now, here’s […]

The One-Sentence Business Case For Customer Experience

Almost all CX professionals make the same exact mistake when asking for money. Discover what it is and how to avoid it by using a one sentence business case.

Use This Two-Minute Lesson To Get Your CX Funding

The way you typically ask for CX funding is built to fail. Learn why, and how to easily avoid that mistake.


Tie CX To $ In Your Measurement System

How to quantify and prove the ability of CX to drive revenue growth in five steps.

Want your CX budget funded? Learn how to prove ROI to your C-suite

Execs want to know how your CX efforts will make or save money. Learn how to tell them. Watch this video.

Forrester e-book - Capturing The ROI Of CX

Get Your Execs To Fund Customer Experience. Use This ROI Model

Read our guide. Learn the four concrete steps to an ROI model that will get your CX initiatives funded.

Proving CX ROI is easier than you think. See how. Watch this webinar.

Learn how to make the case for your CX efforts so compelling, execs will want to fund and support you.

Tell a story with your metrics that will turn execs into CX champions

Learn how the right CX metrics can help your company embrace change and adopt customer-centric behaviors.


Go Beyond Surveys To Measure CX

Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.

How to measure value for customers

Many CX leaders misunderstand how customers derive value. Don’t be one of them. Watch this two-minute insight.


There’s good news for you and other CX leaders in our US CX Index 2021

Last year, CX improved across many industries. Look at our infographic to see if yours is among the winners!

Discover Why Customer Value Measurement  Fails  And How To Fix It

Your customers see “value” differently. Get on the same page. Read Measure The Value You Deliver To Customers.

Revitalize customer experience measurement and transform performance

Are you using the right metrics to help serve customers and the business? Be sure. Read our guide.


Prove the business value of customer experience. These firms did.

Check out this infographic. See what’s possible when you align CX initiatives with business success goals.

Focus on customer experiences that matter most to business outcomes

See how to use data to know which CX projects will drive results and to gain alignment around your strategy.


Forrester Decisions: A simplified service for a complex world

Hundreds of CX leaders told us what they need from a research partner. Forrester Decisions meets those needs.