Advanced Search

Save Or Share This Report

For Customer Experience Professionals

Customer Experience Strategy Best Practices

December 9, 2015

Primary author headshot


Why Read This Report

Customer experience (CX) strategies that lack critical details lead to inconsistent execution and wasted effort. To improve, firms need a strategy that clearly 1) defines the intended experience; 2) directs employees' activities and decision-making; and 3) guides funding decisions and project prioritization. This report lays out the critical components of a sound CX strategy for customer experience professionals and makes recommendations for generating commitment to execution. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • Customer Experience Strategies Fall Short
  • Sound CX Strategies Perform Three Critical Functions
  • Stress-Test Your Customer Experience Strategy

  • How To Get The Most Out Of Your Customer Experience Strategy
  • Supplemental Material
  • Related Research Documents

Recommended Research