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Our CX beacon metrics are highly scrutinized by leadership and a crucial part of annual planning. The wrong CX beacon metric can result in misguided investments, inaccurate performance assessments, and missed opportunities to improve customer experiences.
While it’s easy to fall back on common metrics such as Net Promoter Score℠, it might not align with your unique situation and goals.
Watch this webinar replay to learn how to boost CX measurement outcomes by choosing the right beacon metric for your business and learn the answers to the following questions:
Target audience level: all levels
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This report provides CX pros with a 10-criterion tool to assess each potential beacon metric for alignment with company goals, contribution to improving CX, acceptance from customers, appeal to stakeholders, practicability, and ease of benchmarking.
Evaluate the effectiveness of your CX measurement program across six dimensions and use our scorecard to plan an improvement roadmap.
This report helps CX leaders design more effective CX dashboards using a step-by-step template across six categories: objectives, audience, content, technology, frequency, and actions.
Use the CX Metric Inventory to assess whether you have CX metrics gaps that prevent you from effectively measuring CX performance and proving ROI.
If not, we recommend you revise the survey before you field it.
Organizations’ VoC and CX measurement practices must become more effective, as Forrester’s 2022 State Of VoC And CX Measurement Practices Survey reveals.
In today’s rapidly evolving healthcare landscape, organizations must transform into intelligent healthcare organizations (IHOs) to meet rising expectations from both employees and patients. This webinar explores how becoming an IHO is not a final destination but an ongoing practice that requires more than just technology investment. It involves reimagining workflows, delivering personalized content, building resilient strategies, and fostering intuitive interactions.Despite challenges like internal skill gaps and weak vendor relationships, healthcare leaders can overcome these barriers by adopting Forrester’s Intelligent Healthcare Organization Framework. This approach empowers leaders to evaluate technology with a functions-first mindset and build strategic partnerships. Join us to learn how to infuse clinical intelligence across your enterprise and drive meaningful transformation.Key takeaways: Discover Forrester’s Intelligent Healthcare Organization Framework, a strategic model designed to guide healthcare leaders through the transformation into intelligent, adaptive organizations.Learn how to prepare for the future through smarter tech decisions, including how to evaluate enterprise technology with a functions-first mindset and build resilient, purpose-driven partnerships.Target audience level: intermediate
The results of the recent Forrester Wave™ for commerce search and product discovery are in. Join us as we show and discuss a market that is speeding ahead, rapidly evolving how digital merchants present and personalize their products and services.Key takeaways: Learn about the leading vendors in this market.Understand the key differentiators in commerce search and product discovery.Identify the "gotchas" when designing agentic shopping assistants.Target audience level: all levels
The CX function can sit in many places on an org chart, and determining its proper location requires evaluating many complex variables. There's no common wisdom on one perfect spot where it can be successful, but there are many questions that can help you identify where the CX function should sit in your organization — or validate its current location.Key takeaways: Learn about the key variables that affect the CX function's success and can help identify its ideal location.Get introduced to Forrester's "Workshop-In-A-Box," which will help you determine where the CX function should sit in your organization.Target audience level: all levels
Join Forrester principal analysts Judy Weader and Arielle Trzcinski to hear about the total experience for US health insurers. This webinar covers the components of the Total Experience Score — Customer Experience Index (CX Index™) and Brand Experience Index (BX Index™) — as well as how trust impacts quality perceptions and loyalty indicators.Key takeaways: Learn about the key ratings of total experience, customer experience, and brand experience.Understand the impact of trust on quality perception and loyalty.Target audience level: all levels
Join our webinar to discover how emerging technologies will reshape digital experiences in the next decade. We explore how organizations can deliver modern interfaces, deepen consumer understanding through advanced analytics, enhance decision-making with intelligent automation, and orchestrate and accelerate experience delivery. We also discuss how these innovations are driving a shift toward more human-centered and empowering experiences.Key takeaways: Learn which emerging technologies will have the greatest impact on digital experiences.Learn how these innovations will enable more assistive, anticipatory, and agentic experiences.Target audience level: all levels
Forrester’s data and research consistently show how companies that focus resources and strategy on delivering value to customers outperform their competitors on several business measures. Ensuring that B2B customers receive the best postsale experience requires proactive engagement through customer success and customer marketing, as well as personalized and effective reactive engagement whenever they encounter a problem or need support. However, once OpenAI released GPT-4, everything everyone thought they knew about great customer service strategy and execution got turned on its head. Customer service and support teams have the most to gain — or change — through the use of generative, predictive, and agentic AI.Please join Laura Ramos, VP and principal analyst at Forrester, as she explores the latest trends impacting B2B customer service and how generative, predictive, and agentic AI stand to redefine the purpose, role, and results of teams that support B2B customers postsale.Key takeaways: Learn what’s unique about B2B customer service and the changing opportunities that Forrester sees for clients in this space.Discover the top challenges that B2B customers face when delivering effective, differentiating support that truly impacts the customer’s experience.Explore how AI will help solve those challenges while also permanently changing the role and scope of customer service for companies that sell highly considered products and services.Target audience level: intermediate