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Decoding CX Metrics

A Playbook for Tracking and Optimizing Customer Experiences

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This playbook is designed to make it easy to pull out the information you need quickly to identify which metrics you should measure, how to measure them, and visualize your success.

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Want to know the metrics your team should be tracking to measure success?

Forethought wants CX teams to spend time on creative, game-changing ideas and complex problems that AI will never be able to solve. We’ve made it our mission to do the rest—crunching numbers, routing tickets, and surfacing the same knowledge base article again and again.

Over 18 metrics included

We’ve put together an actionable cheat sheet for each metric that cuts to the core of how to use it.

Spotlight on overlooked CX metrics

At the end of each section, you’ll find an “Unsung Hero” metric. These are metrics that we’ve found to be transformative for our customers but aren’t used across every CX team.

Not all industries achieve the same results.

We don’t like searching through big blocks of text to find little snippets of information when we’re busy so we’ve created a handy-dandy table that includes all the basics.

"A healthy CX team doesn’t just keep track of metrics—they really dig into what those numbers mean. Setting up a solid system to organize and review your metrics regularly helps spot trends and issues early, so you can make changes before problems get big and keep improving the customer experience."

Lindsay Fifield
Director of Customer Success, Forethought