The Forrester CX Strategy Assessment Tool

August 2nd, 2021

Judy Weader Principal Analyst

TJ Keitt

With contributors:

Brian Mukasa , Harley Manning , Shayna Neuburg

Summary

Customer experience (CX) leaders must ensure that their CX strategy is properly built in order to help the business achieve its goals. Getting this assurance requires a tool that evaluates how well a CX strategy is grounded in the business strategy and CX vision and how well it covers the CX strategy development framework’s four core elements. This interactive tool enables CX professionals to test the strength of their strategy work, identifying what works well and where there is room for improvement.

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