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  • Customer Experience Measurement

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  • For Customer Experience Professionals

    Report

    Report What The Federal Government Can Teach Us About CX

    Lessons Learned From Forrester's CXDC 2016 Forum
    November 30, 2016 | Rick Parrish, Dylan Czarnecki

    At Forrester's inaugural federal government forum, CXDC 2016, representatives from a diverse set of federal agencies with varying levels of customer experience (CX) maturity took to the stage to...

  • For Customer Experience Professionals

    Report

    Report How To Measure Digital Customer Experience

    Performance Management: The Digital Customer Experience Improvement Playbook

    Customer experience (CX) pros struggle to measure digital CX. Without effective measurement efforts, however, they're sure to create substandard digital experiences for customers. To succeed at...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Management Maturity Model

    Vision: The Customer Experience Maturity Playbook
    March 14, 2016 | Megan Burns

    Not every company needs great customer experience (CX). In some cases, good CX may be enough. But it's getting harder to even achieve "good" CX consistently. As companies scale, employees have to...

  • For Customer Experience Professionals

    Report

    Report Seven Steps To Successful Customer Experience Measurement Programs

    Performance Management: The Customer Experience Maturity Playbook
    February 4, 2016 | Maxie Schmidt-Subramanian

    Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This report...

  • For Customer Experience Professionals

    Report

    Report How To Measure Emotion In Customer Experience

    Upgrade CX Measurement Programs To Capture Customers' Emotions
    November 13, 2015 | Maxie Schmidt-Subramanian

    How customers feel about their experiences with a firm can damage — or improve — their perception of the overall experience and the brand. However, few customer experience (CX) pros have integrated...

  • For Customer Experience Professionals

    Report

    Report Executive Q&A: The Top Seven Customer Experience Measurement Questions Answered

    June 19, 2015 | Maxie Schmidt-Subramanian, Megan Burns

    To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing...

  • For Customer Experience Professionals

    Report

    Report Executive Q&A: Success Secrets From Senior Customer Experience Executives

    How CX Leaders Address Issues Like Organizational Structure, Measurement, And Corporate Buy-In
    May 6, 2015 | Samuel Stern

    At Forrester, we spend most of our day thinking about the challenges that customer experience (CX) professionals face. Some of these challenges are evergreen, like who in the organization is...

  • For Customer Experience Professionals

    Report

    Report Beyond Surveys: New Tools For More Effective CX Measurement

    April 29, 2015 | Maxie Schmidt-Subramanian

    Structured surveys are the mainstay of customer experience (CX) measurement programs. Despite their advantages, surveys fall short in ways that can leave gaps in the insight that CX professionals...

  • For Customer Experience Professionals

    Report

    Report How Journey Maps Improve CX Measurement Efforts

    December 8, 2014 | Maxie Schmidt-Subramanian

    Even some well-established customer experience (CX) measurement programs aren't able to measure the health of end-to-end experiences that cross touchpoints as customers pursue a goal. Customer...

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