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Customer Experience Professionals

Customer experience leaders must create experiences that meet or exceed customer expectations to drive profits.

To succeed, you must design outstanding experiences and the ecosystem to deliver them, demonstrate the business value of customer experience as a discipline, and lead its adoption across the organization.

Who this role is for:

Chief Customer Officer
Chief Experience Officer
Director of Customer Experience
VP of Brand Experience

Vice President and Group Director Moira Dorsey (01:31)

Challenges Facing Today’s Customer Experience Leaders

Transform the customer experience and the organization to deliver it:

Reinvent Customer Experience

The Customer Experience Ecosystem Playbook For 2015

Use digital to drive CX innovations and competitive advantage:

Digital Customer Experience Trends, 2015

The Digital Customer Experience Improvement Playbook For 2015

Use mobile moments to transform customer perceptions:

Three Key Features That Increase App Engagement

Use big data to design and deliver quality experiences:

The Data-Driven Design Revolution

Customer Experience Blog

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Latest Research For This Role

Report: The Customer Experience Ecosystem Redefined

Vision: The Customer Experience Ecosystem Playbook

July 30, 2015 | Rick Parrish

Customer experience (CX) competition is intensifying, and fundamental flaws in ambitious companies' CX ecosystems are thwarting their efforts to differentiate. To help customer experience...

Report: The State Of Customer Experience Maturity In Australia, 2015

Companies Are Trying To Shift Focus From Tactical Fixes To Strategic Reinvention, But Challenges Remain

July 30, 2015 | Thomas McCann

In May 2015, Forrester completed its second annual survey of customer experience (CX) professionals at large Australian companies. This report analyzes the key findings of the survey to gauge the...

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Analysts Serving This Role

  • Corey Stearns

    Corey Stearns

    Customer Experience Management, Customer Experience Index (CX Index)...

  • Rick Parrish

    Rick Parrish

    Omnichannel Customer Experience, Customer Experience Management...

  • Megan Burns

    Megan Burns

    Omnichannel Customer Experience, Customer Experience Management...

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Upcoming Events For This Role

Forum: Connect | Engage | Deliver

September 15, 2015

Webinar: How To Track Your Progression To Customer Obsession

August 25, 2015

Forum: CXSF 2015

October 22, 2015 - October 23, 2015

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