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For Customer Experience Professionals

Differentiate By Developing A Research Portfolio And Collaboration System

Intermediate Level: Research Practices For CX Transformation

November 28, 2018

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

Why Read This Report

Getting customer research right is essential to customer experience (CX) transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding to employees and partners. This report is for CX transformation leaders whose organizations perform these activities with rigor but insufficient discipline. It explains how to achieve the intermediate level of maturity in the research competency. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • Systematize Research Practices To Drive CX Transformation
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