​Forrester's Advanced CX Prioritization Tool​

Use the downloadable Excel tool above (by clicking the download icon) to start evaluating across five categories of criteria: customer impact, business impact, feasibility, risk, and ROI. Each category and the criteria within the categories gets weighted, enabling higher precision in targeting what work to do and what order in which to tackle those projects and initiatives. This follows the methodology described in our research on advanced CX prioritization. If this model seems too rigorous, use the decision tree in the CX Prioritization Essentials report to help you choose which tool is right for your organization’s needs or request a guidance session for more individual assistance.