Best Practice Report

Forrester's Customer Experience Maturity Framework For Digital

Assessment: The Digital Customer Experience Improvement Playbook

July 10th, 2012
Ron Rogowski, VP, Executive Partner
Ron Rogowski VP, Executive Partner
With contributors:
Moira Dorsey , Allison Stone

Summary

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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