For Customer Experience Professionals

Customer Experience Strategy Best Practices

    Why Read This Report

    Customer experience (CX) strategies that lack critical details lead to inconsistent execution and wasted effort. To improve, firms need a strategy that clearly 1) defines the intended experience; 2) directs employees' activities and decision-making; and 3) guides funding decisions and project prioritization. This report lays out the critical components of a sound CX strategy for customer experience professionals and makes recommendations for generating commitment to execution. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
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    TABLE OF CONTENTS

    • Customer Experience Strategies Fall Short
    • Sound CX Strategies Perform Three Critical Functions
    • Stress-Test Your Customer Experience Strategy
    • RECOMMENDATIONS

      How To Get The Most Out Of Your Customer Experience Strategy
    • Supplemental Material
    • Related Research Documents