Featuring:

Katy Cobian, VP, Executive Partner

Riccardo Pasto, Principal Analyst

Show Notes:

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. We discuss:

  • What’s the process for putting this guide together? 
  • What are the major budget categories you address in this guide? 
  • What are some major recommendations you give? 
  • Can you predict how well CX leaders will be able to follow those recommendations? 

To learn more, see the Budget Planning Guide 2025: Customer Experience