Why This Guide Matters
It’s not just about cutting costs — it’s about skillfully investing, divesting, and experimenting with your budget. Our 2026 Budget Planning Guide reveals how CX leaders can strategically map their investments to succeed in the face of relentless pressure and prove ROI, boost capabilities, align strategies with business goals, and deliver unforgettable experiences.
What’s Inside?
Forrester’s benchmark budget data and research-based insights to help you:
- Prioritize the right tech. Learn why 27% of budgets will focus on CRM, digital intelligence, and customer data warehouses.
- Embrace third parties. Discover why one-third of CX leaders are using third-party partnerships for strategy, analytics, and customer service activities.
- Effectively leverage AI. Learn which data and employee training investments will help power AI-driven transformation.
- Experiment with emerging tech. Learn how to invest in predictive analytics, synthetic data, and AI to build future capabilities and accelerate ROI.
New For 2026! Get The Guide + FREE Companion Workbook
Together, our guide + companion workbook ease your 2026 planning with fresh budget recommendations, supporting data, and actionable templates to guide your next steps — assess, prioritize, and implement your plan for measurable results.
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2026 Budget Planning: Level Up CX Tools, Tactics, And Teams For Impact
Tackle 2026's volatile market with resilient CX strategies and smart investments. Maximize budgets, build tech-ready teams, and innovate customer experiences.