Five Tools To Close Customer Experience Strategy Gaps

June 9th, 2014

Paul Hagen

With contributors:

Harley Manning , Curt Nichols

Summary

In today's age of the customer, firms need to build customer experience into the overall company strategy — rather than bolting it on as an afterthought. To align employees and partners, customer experience leaders need to help their firms prioritize target customers, reframe value propositions, and craft a clear vision for what the company seeks to achieve. Forrester has identified tools that help leaders engage key stakeholders in closing these strategy gaps.

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