Skip to main content

Save or Share this Report

For Customer Experience Professionals

CX Leaders: Take A Systematic Approach To Ensure Success

Focus On Six Priorities To Boost Customer Loyalty, Business Results, And Investment In CX

May 11, 2021

Primary author headshot

Authors

Why Read This Report

Customer experience (CX) leaders must organize stakeholders companywide to create a consistent, high-quality CX that aligns with the firm's expression of customer obsession. To succeed, CX leaders should focus on six priorities: establish, fund, and scale the CX function; collect and analyze data for customer insights; embed customer insights into the business; design experiences that drive loyalty; enable CX with technology; and measure CX performance and prove ROI. CX leaders who fulfill these priorities will drive customer loyalty, deliver business results, and justify greater investment in CX. Use the CX Function Maturity Assessment in this report to help your CX team fulfill its mandate.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).

Purchase

Recommended Research