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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.
Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score reveals that US banks’ brand promises aren’t resonating and CX has declined. What’s going wrong, and which banks are getting it right?Key takeaways: Get an overview of Forrester’s US banking Total Experience Score, which measures how well a brand’s promise resonates with both customers and noncustomers ֫— via Forrester’s Brand Experience Index (BX Index™) — and how customers feel about their actual interactions with the brand — through Forrester’s Customer Experience Index (CX Index™).Learn which US direct and multichannel banks are providing the best brand and customer experience and earning the most trust.Discover the keys to total experience leadership for US banks to win over prospects and to better serve and retain existing customers.Target audience level: all levels
B2B buyers are rapidly adopting AI-powered search as one of their primary sources of information. Providers will have to shift their marketing strategy to engage buyers in zero-click environments before they arrive at their sites.This webinar looks at how buyers are using AI-powered search, how zero-click search is impacting the revenue engine, and how to coordinate activity across portfolio marketing, content, communications, and digital to engage buyers in this new environment.Key takeaways: Understand how to adjust your marketing goals and strategies for zero-click search.Learn how to measure your performance on zero-click search.Discover digital, content, and messaging techniques for reaching buyers through zero-click search.Target audience level: intermediate
This webinar was originally scheduled for June 12th, 2025.In today's fast-paced digital landscape, businesses must adapt to ever-evolving technological demands. Join us for an insightful webinar where we delve into the importance of business-optimized networks and how they can transform your organization's efficiency and productivity.Key takeaways: Understand business-optimized networks — what they are and why they matter.Discover benefits of optimization — enhanced performance, security, and scalability.Explore real-world applications — case studies and success stories.Learn implementation strategies — practical steps to optimize your network.Target audience level: beginner and intermediate
Building effective cross-functional relationships can be the difference between a successful customer experience (CX) transformation and one that struggles. Join us as we walk through a new series of tools that CX pros can use to collaborate with stakeholders.Key takeaways: Identify key influencers around the organization to collaborate with.Lear how tp align CX value with the organizational outcomes your influencers care about.Explore how to build an approach plan to engage influencers to amplify and accelerate CX impact in the organization.Target audience level: all levels
The results from our 2025 global survey into the state of customer feedback management and customer experience (CX) measurement programs are in! Join us for this webinar to discuss the results.Key takeaways: How CX leaders around the world manage customer feedback and measure CX.The key listening posts and metrics CX leaders and their organizations rely on.How CX leaders embed metrics and insights into their organizations.The technology CX leaders are using and how they’re leveraging generative AI.Target audience level: all levels
CRM is a critical piece of technology infrastructure that underpins a firm’s ability to deliver next-generation financial services. It connects organizational silos to drive customer and business value. CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes CRM an indispensable tool for financial services firms aiming to enhance customer experiences, streamline operations, and drive growth.Despite the benefits, we often hear that financial services firms struggle to justify the investment in CRM modernization, and firms that have done so say that they’re struggling to extract value. This makes it more important than ever to choose the right vendor. But the financial services CRM market is bifurcating, making vendor choice even harder.Key takeaways: Understand the financial services CRM market, key vendors, and common financial services use cases.Learn how AI (predictive, generative, and agentic) is transforming CRM and what it means for financial services firms.Uncover the mistakes that are leading to the underutilization of CRM by financial services firms.Identify the key considerations that should inform financial services firms’ CRM purchasing decision.Target audience level: intermediate and advanced