For Customer Experience Professionals

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	January 22, 2010 How Four Firms Measure Customer Experience Across The Enterprise Interviews With Executives In Travel, Healthcare, Banking, And Insurance by Megan Burns with Harley Manning, Shelby Catino	Average: 9  (7 ratings)

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Executive Summary

Chief customer experience officers (CC/EOs) need a set of metrics in order to benchmark and manage their firms' enterprisewide customer experience. To understand which metrics they're using today, Forrester interviewed top customer experience professionals at companies in the travel, healthcare, banking, and insurance industries. Our research shows that firms use a mix of metrics that captures what actually happened during customer interactions, how customers perceived those interactions, and what they will do as a result of the interactions. Looking forward, we expect customer experience measurement programs at these and other firms to connect more tightly to company financials, expand across industries and disciplines, and leverage the social media groundswell.

TABLE OF CONTENTS

• How Four Firms Measure Customer Experience Across The Enterprise
• Along With Their Successes, Firms Report Ongoing Challenges
• Enterprise Customer Experience Metrics Fall Into One Of Three Categories

WHAT IT MEANS

• Enterprise Customer Experience Metrics Will Evolve
• Supplemental Material
• Related Research Documents

This is an excerpt

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