124: 2018 Is The Year Of Intent And Reality

Culture change is necessary for an organization to be more customer obsessed and deliver better customer experiences. That culture change requires specifying the customer-focused behaviors that lead to customer loyalty. CX Cast co-host Angelina describes the process to determine and assess your organization’s ideal behaviors and drive adoption of targeted behavior change to align with customer and business priorities.

Forrester's annual Budget Planning Guide for Customer Experience offers data-driven guidance on where to increase, decrease, or experiment with your budget for 2025. Co-authors Principal Analyst Riccardo Pasto and VP, Executive Partner Katy Cobian explain the research process for creating the recommendations and how CX pros should use the budget planning guide.