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For Customer Experience Professionals

Forrester's Customer Experience Maturity Framework For Digital

Assessment: The Digital Customer Experience Improvement Playbook

July 10, 2012

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Why Read This Report

This report is an update to "Executive Q&A: What Forrester's Customer Experience Maturity Framework Means For Digital" originally published on December 6, 2011. To help customer experience professionals benchmark the maturity of their customer experience operations, Forrester created a framework that outlines 40 essential practices across six disciplines: strategy, customer understanding, design, governance, culture, and measurement. This report outlines how customer experience professionals can assess their readiness to take on digital customer experience (CX) improvement projects. It is designed to help you understand and apply Forrester's CX maturity framework to your digital CX organization.

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Table of Contents

  • 1. What is Forrester's CX maturity framework?
  • 2. Does the CX maturity framework apply to digital CX practices?
  • 3. How can my organization use the framework?
  • 4. How can I apply the results of our assessment?
  • 5. Should my organization focus on its most immature discipline first?
  • 6. How can I coordinate with other parts of the organization beyond digital?

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