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Your beacon metric is the most visible CX metric that you can use to measure your success in growing customer value and succeeding in customer obsession.
Not only does it give you a metric to evaluate performance, but it can rally employees (and leadership) behind improvements and provide an anchor for measurement architecture.
Choosing the wrong beacon metric can damage your CX efforts if implemented poorly. Worse yet, you can miss opportunities to tie CX to business growth and align CX, marketing, digital, and technology teams around customer value.
Read this Forrester eBook to put your CX measurement on the right track and get complimentary access to Forrester’s Beacon Metric Selection Tool.