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The CX Transformation Playbook

A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how customers perceive their interactions with those brands. Few companies have achieved that focus — for most, it will require a journey of deep transformation toward a new mindset and a new way of operating. The CX transformation playbook is Forrester's framework for how to complete this journey successfully.

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Plan

Act: Beginner Level

Put in place all the activities, staffing, processes, and assets to ensure that your organization has established solid and rigorous practices.

Act: Intermediate Level

Apply best practices with rigor, cadence, accountability, and coordination to be on equal footing with the companies that do it best.

Act: Advanced Level

Discover cutting-edge tactics, so you can emulate and experiment to ensure that your organization maintains its standing among those few who do it best.

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