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ON-DEMAND WEBINAR
How To Set CX Metrics Goals
Original Broadcast Date: October 26th, 2022
Pete Jacques
Principal Analyst
Rich Saunders
Senior Analyst
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Description
Customer experience (CX) leaders often resort to best guesses when they recommend improvement goals for CX beacon metrics, such as Net Promoter Score℠ (NPS) or overall satisfaction. These leaders often base their guesses on faulty assumptions and untested inferences. The results lead to unrealistic goals and unmet expectations.
In this Forrester webinar for CX professionals, learn strategies for setting CX metric goals regardless of your company’s CX measurement maturity. These approaches apply to NPS and other beacon metrics.
Key takeaways:
- Learn common challenges to setting CX beacon metric goals.
- Identify the most appropriate goal-setting strategy for your measurement maturity.
- Gain confidence in your recommendations to company leadership.
Target audience level: all levels
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