Executive Summary (This is a document excerpt)

To help customer experience professionals deliver compelling business cases, Forrester has created the Business Case Review Checklist For Customer Experience Professionals. This checklist should be used by business case authors to validate that their work has the content executives are looking for, organizes that content so that it tells a powerful story, and presents the argument in a way that is both easy to consume and engaging for the audience. Long term, firms should build the best practices outlined here into their business case templates to preempt problems in the first place.

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