Judy Weader, Principal Analyst

Show Notes:

Every year, Forrester’s global survey of firms’ customer experience (CX) programs presents up-to-date insights into CX teams. Variation across CX teams, including team size, responsibility, and budget, is a main theme in the 2023 results. Principal Analyst Judy Weader, whose upcoming report dives into the survey results, joins us to discuss her findings.

We cover:

  • Major takeaways from Forrester’s State Of CX Teams Survey, 2023
  • Challenges presented by growing responsibilities and what CX teams should do to counter them
  • Misalignment between capabilities and responsibilities
  • The state of investment in analytics tools

Listen to the full episode to hear more findings from Forrester’s State Of CX Teams Survey, 2023.