Do you know what the right metrics are to measure your customers' experience? Do you know how to make the best use of the metrics to improve the customer experience?
If you cannot measure the customer experience, you cannot manage it. And that means that you will never move beyond the find-and-fix approach that characterizes the "repair" stage on the path to customer experience maturity.
So join me and your peers in the Forrester Workshop, Customer Experience Measurement Essentials, in Cambridge, Mass., on October 24th.
This workshop is a great opportunity for all CX professionals to:
Learn Forrester's framework for measuring the customer experience: how to identify the right metrics to measure CX and how to make the best use of CX metrics.