For Customer Experience Professionals

Forrester's Customer Experience Maturity Framework For Digital

Assessment: The Digital Customer Experience Improvement Playbook

    Why Read This Report

    This report is an update to "Executive Q&A: What Forrester's Customer Experience Maturity Framework Means For Digital" originally published on December 6, 2011. To help customer experience professionals benchmark the maturity of their customer experience operations, Forrester created a framework that outlines 40 essential practices across six disciplines: strategy, customer understanding, design, governance, culture, and measurement. This report outlines how customer experience professionals can assess their readiness to take on digital customer experience (CX) improvement projects. It is designed to help you understand and apply Forrester's CX maturity framework to your digital CX organization.
    US $499
    Add To Cart
    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.


    • 1. What is Forrester's CX maturity framework?
    • 2. Does the CX maturity framework apply to digital CX practices?
    • 3. How can my organization use the framework?
    • 4. How can I apply the results of our assessment?
    • 5. Should my organization focus on its most immature discipline first?
    • 6. How can I coordinate with other parts of the organization beyond digital?