Pete Jacques, Principal Analyst

Show Notes:

CX leaders must invest to drive customer-focused action. This means investing more in tech to create and improve experiences, critical employee skills, unstructured feedback, and predictive modeling. Principal Analyst Pete Jacques walks us through Forrester’s 2024 CX Planning guide pragmatic budgeting advice to meet the emergent needs of customers. We cover: 

  • What is the purpose of the CX Planning Guide? What data informs it? 
  • How do Forrester’s CX Predictions for 2024 play into the Planning Guide? 
  • How can CX leaders make the most of all these new capabilities that AI is driving?

To learn more, see the Forrester report, Planning Guide 2024: Customer Experience