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For Customer Experience Professionals

Five Steps To Enable Customer Experience Delivery

Beginner Level: Enablement Practices For CX Transformation

February 5, 2021


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

Why Read This Report

Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve customers. This is challenging, as it requires organizational, managerial, and technological changes. This report describes how CX professionals can begin the process of enabling workers to deliver the business's intended CX. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • Enablement Is The Trickiest CX Competency To Get Right
  • Five Steps To Start Building Your CX Enablement Initiative
  • Know When To Advance Your Experience Enablement Practices
  • Recommendations

  • Make The Business Case For Enablement Initiatives
  • Supplemental Material
  • Related Research Documents

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