428: Just Another Number? Introducing Forrester’s Total Experience Score

This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Score — a framework designed to unify brand and CX measurement. Tune in to hear why legacy metrics like Net Promoter Score℠ (NPS) and customer satisfaction (CSAT) are no longer sufficient, and how the Total Experience Score provides a more nuanced, actionable view of your brand.