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For Customer Experience Professionals

Gauge Your CX Management Maturity

The Assessment Report In The CX Transformation Playbook

March 1, 2021

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This report is part of "Plan" in The CX Transformation Playbook.

Why Read This Report

Customer experience (CX) transformations require a methodical approach that ensures thousands of people can work together to consistently produce the right experiences across scores of channels. But most organizations manage CX haphazardly — which dooms their CX transformations. This report guides CX professionals through our CX management assessment so you can gauge how well your organization performs the essential activities of CX management, discover which ones you need to strengthen, and learn how to do so. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Great Customer Experience Requires Six Competencies
  • Reliably Great CX Requires Discipline
  • Plot Your Maturity On The Journey To CX Transformation
  • Supplemental Material
  • Related Research Documents

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