Judy's research covers a variety of areas critical to establishing, funding, and scaling the customer experience (CX) function, including CX governance, CX prioritization, the ROI of CX, and CX strategy. Her varied background also extends her coverage into healthcare CX and government CX and EX, as well as evaluations of digital user experiences.
Follow our four-step process to filter and prioritize the potential executive leaders and locations for your CX function.
Learn about the key variables that determine where the CX function should sit within your organization.
Learn about Forrester’s three CX prioritization models, including their benefits and challenges and how to select the right one.
Our Beginner CX Prioritization Tool is a PowerPoint-based decision support tool to evaluate CX projects based on customer and business impact.
This tool helps leaders evaluate CX projects based on customer impact, business impact, and feasibility.
This tool helps leaders evaluate CX projects in five categories: customer impact, enterprise impact, feasibility, risk, and ROI.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.