Whether your customer experience program is new, advanced or somewhere in between, goal setting is at the center of success.
This report from Forrester outlines what CX leaders need to consider when setting goals for CX metrics.
Access the report to learn about practical goal-setting techniques and how they can be deployed to overcome common challenges.
This report reveals
- Essential criteria to consider when identifying effective goals for CX metrics.
- Challenges CX leaders face in establishing beacon metric goals.
- Techniques to overcome obstacles related to the measurement of CX metrics.
- A framework that maps goal-setting techniques to the maturity of a CX program.
"To be credible, a CX program must prove that it adds real business value, and not merely by producing high scores."Forrester, How To Set CX Metrics Goals
Three reasons to read this report
Most programs set arbitrary, inaccurate or unrealistic goals
According to Forrester, only 53% of CX/voice-of-the-customer (VoC) measurement survey respondents report setting goals, and even fewer back their programs with sound quantitative methods.
Ineffective goals undermine CX program credibility
For CX metrics goals to matter, they need to be connected to real business value and real experiences. See how a formal process can bolster credibility and business success.
Common challenges shouldn't be a roadblock to success
Learn the techniques that best-in-class CX leaders use to set goals that move the needle.
Set effective goals
Establish better goals for your CX metrics with this new report from Forrester.