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Posted by Megan Burns on August 4, 2011
For the past five years, I’ve been leading Forrester’s research on measuring customer experience. With the recent explosion of interest in customer experience overall and the perennial popularity of metrics as a topic within that space, we’ve decided to expand the team that covers it.
I’ll continue to write reports about general measurement best practices and how to apply them in an enterprise-level experience measurement program. My colleague Adele Sage is adding to that body of work by exploring how the latest experience measurement theory applies in digital channels like Web, mobile, tablets, and whatever new channel they dream up next. And in fact, she just published her first two reports in this research stream:
Over the coming quarters, Adele and I will continue to expand our research on customer experience measurement, so stay tuned. We’ve got reports planned on topics like which technologies you need in order to collect, analyze, and report customer experience metrics, customer experience dashboard design, and measuring experience quality in emerging channels such as mobile Web and tablets.
If you have questions about either of these reports or our upcoming research, don’t hesitate to reach out to one or both of us. We look forward to expanding the conversation around customer experience measurement and bringing you more new research in this fast-moving space.