Best Practice Report

Acquisitions Are Not An Excuse For Bad Customer Experience

How CX Pros Can Make The Best Of Their Companies’ Next Acquisition Disruption

January 1st, 2018
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
Deanna Laufer, null
Deanna Laufer
Samuel Stern, null
Samuel Stern
With contributors:
Harley Manning , William Willsea , Kara Hartig

Summary

Mergers and acquisitions (M&A) are virtually inevitable in the lives of corporations. Even so, they distract attention from other initiatives — including customer experience (CX). CX pros must maintain momentum during acquisitions and sustain focus on customers after the integration. This report documents how CX pros on either side of an acquisition can navigate an M&A event. It shows how they can help the newly merged company deliver a customer experience that’s greater than the sum of its parts.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.