Customer experience (CX) transformations don’t happen by accident. They require a methodical approach that ensures thousands of people can work together to consistently produce the right experiences across scores of channels. But most organizations manage CX haphazardly — which dooms their CX transformations. In this episode, Forrester Principal Analyst, Rick Parrish, lays out the essential activities of CX management and explains Forrester’s methodology for how you can gauge how well your organization performs the essential activities of CX management, discover which ones you need to strengthen, and learn how to do so.

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