The CX Cast
367: The State of CX Measurement
Aug 13, 2024
Maxie Schmidt is a Forrester VP and Principal Analyst known for her expertise in customer experience measurement. She discusses the latest survey findings on voice-of-customer practices, revealing optimism in CX maturity for 2024 despite existing challenges. Maxie highlights the critical gaps in current measurement practices, advocating for real-time data over traditional methods. She emphasizes the necessity of embedding metrics into business strategies and the importance of linking data to specific business outcomes to drive strategic influence.
25:59
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Quick takeaways
- Many CX measurement programs are evolving from low to medium maturity levels, but still face challenges in gaining organizational support and linking efforts to business outcomes.
- There is a critical need for CX teams to advance from mere data reporting to actively driving organizational change and tailoring insights to stakeholder needs.
Deep dives
Current State of CX Measurement
An increasing number of professionals in customer experience (CX) measurement report improved confidence in their programs, shifting from low to medium maturity levels. This optimism is reflected in self-assessments, with many practitioners acknowledging their progress in CX initiatives. However, despite this positive sentiment, significant challenges remain, particularly in garnering organizational support and effectively linking CX efforts to business outcomes. The survey results reveal that many stakeholders still lack confidence in the metrics being utilized, highlighting a crucial area for improvement in the overall acceptance of CX measurement within organizations.
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