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For Customer Experience Professionals

Executive Q&A: Success Secrets From Senior Customer Experience Executives

How CX Leaders Address Issues Like Organizational Structure, Measurement, And Corporate Buy-In

May 6, 2015

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  • By Samuel Stern
  • with Michael E. Gazala,
  • Dylan Czarnecki

Why Read This Report

At Forrester, we spend most of our day thinking about the challenges that customer experience (CX) professionals face. Some of these challenges are evergreen, like who in the organization is ultimately responsible for customer experience and how to convince colleagues that CX matters to the business. We spoke with nine senior customer experience professionals at a diverse set of large companies to get their perspectives and practical advice for addressing these perennial CX challenges.

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Table of Contents

  • 1. Who should own customer experience in an organization?
  • 2. How can we best understand the current state of our company's customer experiences?
  • 3. How do we measure customer experience in a way that resonates across our organization?
  • 4. How do we foster buy-in and build momentum for customer experience initiatives?