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For Customer Experience Professionals

Don't Let Government Derail Your Customer Experience Innovation

Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience

October 2, 2018

Why Read This Report

In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations challenge existing laws and can lead to fines, arrests, and prosecutions. This report provides a framework that CX pros can use to guide their companies' approaches to CX innovation in a world of complex regulations and fierce competition. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We are now updating it to reflect new regulatory developments, especially the European Union's General Data Protection Regulation (GDPR).

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Table of Contents

  • Governments' Attempts To Protect The Public Can Derail CX Innovation
  • Choose The Government Relations Strategy That's Right For You
  • Recommendations

  • Build A Coalition To Develop Your Government Relations Strategy
  • Supplemental Material
  • Related Research Documents

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