Su Doyle, Sr Analyst
AJ Joplin, Sr Analyst

Show Notes:

CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward.

We discuss: 

  • How can we identify the capabilities a CX team needs to achieve its unique goals? 
  • What is the impact of using a standard tool, built on market research, to support decision-making? 
  • CX doesn’t own everything — and sometimes owns nothing. How can CX teams be orchestrators of CX activities?

 For more, see The Forrester CX Capability Inventory and CX Activity Maps.