Search Results
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Report How Customer Experience Drives Business Growth, 2019
Many customer experience (CX) pros find it hard to prove the business impact of improving CX. So Forrester built industry-specific models that show how CX improvements drive growth by increasing...
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Report The Journey Measurement Framework Applied In B2C And B2B
A Journey Measurement Series Report
To build a journey measurement framework, customer experience (CX) pros must define in-journey signals and end-of-journey success metrics. This report provides two illustrations of these — for a...
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Report Net Promoter Benchmarks, 2019 (US)
Net Promoter Scores Of 260 Organizations Across 16 Industries
November 7, 2019 | Maxie Schmidt-SubramanianAlmost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...
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Report The Top 10 NPS Questions Answered
What CX Professionals Should Know About Net Promoter Score
November 7, 2019 | Maxie Schmidt-SubramanianSince its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve...
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Report Predictions 2020: Customer Insights
Firms Up Their Data And Analytics Game In Pursuit Of Better Customer Understanding
Insights-driven firms outperform their peers. And in an age when what customers think — and do — matters more than any other factor, the gold rush to customer insights is on. However, the paths to...
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Report EX Measurement Best Practices: New Data Sources, New Insights, And More Accountability
How To Continuously Shape A PEAK Employee Experience
September 3, 2019 | Maxie Schmidt-Subramanian, Samuel SternMost companies devote so much of their limited employee experience (EX) measurement resources to surveying employees that they overlook other sources of insights and fail to act on the insights to...
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Report How To Choose The Right CX Beacon Metric
Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric
August 29, 2019 | Maxie Schmidt-SubramanianFirms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX...
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Report The Journey Measurement Framework: Assess And Predict Journey Performance
A Journey Measurement Series Report
Most customer experience (CX) pros struggle to assess whether journeys are successful for the customer and the company. The solution: Evolve from traditional measurement to journey measurement....
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Report The ROI Of CX Transformation
The Business Case Report In The CX Transformation Playbook
August 15, 2019 | Maxie Schmidt-SubramanianCustomer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...
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Report Q&A: Customer Effort Metrics — CX Pros Must Measure More Than "How Much"
July 29, 2019 | Maxie Schmidt-SubramanianCustomer experience (CX) professionals who want to measure customer effort often fail to consider important aspects of this challenge. This report answers five big questions CX pros should ask...
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Report Value For Customers: The Four Dimensions That Matter
An Introduction To Forrester's Value-For-Customer Framework
Firms that create value for customers get business value in return. But most customer experience (CX) professionals work in organizations that fail to deliver value to customers because they think...
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Report The Future Of CX Measurement
Advanced Level: Measurement Practices For CX Transformation
December 3, 2018 | Maxie Schmidt-SubramanianThree trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement...
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Report Establish A CX Measurement Program In Seven Steps
Beginner Level: Measurement Practices For CX Transformation
Customer experience (CX) transformation requires companies to quantify the quality of experiences and their link to the organization's overall metrics. To do this, CX leaders need to establish...
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Report Elevate And Scale Your CX Measurement Program
Intermediate Level: Measurement Practices For CX Transformation
Once organizations have established a minimum viable program for measuring customer experience (CX), they are ready to move on to the next phase — advancing the measurement program to the...
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Report Predictions 2019: Employee Experience
The Spotlight Shines Bright As Executives Scramble To Improve EX
Low unemployment and high quit rates are intensifying the already bright spotlight on employee experience (EX). But while companies, EX professionals, and executives are anxious to improve employee...
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Report Predictions 2019: Customer Experience
Customer Experience Comes Under Fire
Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three...
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Report How Customer Experience Drives Business Growth, 2018
The Revenue And Business Growth Impact Of Investing In CX For 18 Industries
Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth...
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Report The Top 14 Hacks For Your CX Business Case
Nail The Mechanics Of Your ROI Model And Compel Executives To Invest In CX
August 24, 2018 | Maxie Schmidt-SubramanianIn a recent survey, only 14% of CX professionals strongly agreed that the return on investing in CX is well established in their firms. To be fair, that's partly because building a compelling CX...
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Report Design Better CX Surveys With This Checklist
Assess CX Surveys On 30 Criteria For Higher-Quality Data And Better Respondent Experiences
August 8, 2018 | Maxie Schmidt-SubramanianPoorly designed customer experience (CX) surveys don't produce useful results but do create bad customer experiences. This report includes a downloadable checklist that helps CX professionals...
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Report The AI Revolution In CX Measurement
12 AI Use Cases That Can Improve How CX Pros Track CX And Drive CX Action — And What CX Pros Must Do Now To Prepare
August 1, 2018 | Maxie Schmidt-SubramanianAI technologies have the potential to make customer experience (CX) measurement programs more effective and efficient. CX professionals who don't pay attention to the current AI revolution will be...
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Report How Journey Maps Improve CX Measurement Efforts
Follow A Four-Step Process To Define The Right CX Metrics
July 27, 2018 | Maxie Schmidt-SubramanianEven 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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Report The Top 10 CX Measurement Questions Answered
June 6, 2018 | Maxie Schmidt-SubramanianTo measure customer experience (CX), CX pros 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...
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Report Why Paying Employees For Delivering Good CX Is A Bad Idea
How CX Pros Can Make Every Employee Accountable For CX Delivery Without Resorting To Monetary Incentives
May 23, 2018 | Maxie Schmidt-Subramanian, Samuel SternFirms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. We identified five myths...
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Report Avoid These 14 CX Misconceptions
To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM). However, misconceptions can cause even the most experienced...