For Customer Experience Professionals

Manage The Customer Experience Project Portfolio

    Why Read This Report

    This report is an update to "Managing The Customer Experience Project Portfolio" originally published on February 12, 2010. When transforming their firms into experience-driven organizations, customer experience professionals must put in place a system that helps optimize return on the investments that they make for the business, supporting continuous improvement. To help them do that, Forrester has identified a set of best practices that firms can use to evaluate and rank customer experience projects. We found that the decision criteria must have four key characteristics in order to tease out the best mix of projects: clarity, simplicity, balance, and flexibility.

    US $ 499
    Become A Client

    Get objective, pragmatic guidance that helps you make tough decisions and succeed in a complex world. Contact us to learn more.

    Already A Client?
    Log in to read this document.

    TABLE OF CONTENTS

    • Customer Experience Leaders Struggle To Prioritize Projects
    • The Customer Experience Project Portfolio Management Framework
    • RECOMMENDATIONS

      Evolve The Prioritization Framework With The Business
    • Supplemental Material
    • Related Research Documents