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For Customer Experience Professionals

CX Strategy Essentials

Create An Actionable CX Strategy That Helps Achieve Business Goals

July 30, 2018

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Why Read This Report

Talk to 10 different customer experience (CX) professionals and you may get 10 different definitions of a CX strategy. While a CX strategy may take various forms and serve a variety of purposes, above all else it must serve as a road map to actualize, deliver, and measure progress toward the customer-centric goals of the business. In this report, Forrester clarifies the relationship between an experience strategy and a business strategy and identifies the key components comprising an actionable CX strategy.

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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.

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Table of Contents

  • Most CX Strategies Are Out Of Sync With What Organizations Need
  • The CX Strategy Must Actualize The Business Strategy
  • A Successful CX Strategy Has Six Key Components
  • Recommendations

  • CX Pros: Follow Through On Strategy Execution
  • Supplemental Material
  • Related Research Documents