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For Customer Experience Professionals

Focus On Process, Technology, And Collaboration To Enhance Employee Enablement

Intermediate Level: The CX Transformation Playbook

November 1, 2018


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This report is part of "Act: Intermediate Level" in The CX Transformation Playbook.

Why Read This Report

Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more holistic, self-sustaining initiatives designed to keep pace with changing customer needs. This report lays out how CX transformation leaders can help their businesses advance their CX enablement efforts to an intermediate level. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • Advancing Experience Enablement: Finding Your Way Without A Map
  • Make Enablement Accountable, Evaluated, And Inclusive
  • Know When You're Ready For Innovative Enablement Practices
  • Supplemental Material
  • Related Research Documents

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