How To Build The Right CX Strategy
January 10, 2017
Why Read This Report
Unless you have a well-defined customer experience (CX) strategy, your CX will be haphazard at best and fail to deliver sustainable benefits. This report tells CX professionals how to develop a research-based CX vision aligned with the business and translate it into a CX strategy the organization can understand and implement. This is an extensive update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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Table of Contents
- Get CX Strategy Right To Deliver Good CX
- Conduct Research Before Crafting A CX Strategy
- Use Your Research Findings To Build Your CX Strategy
- Revisit Your CX Strategy Regularly
- CX Professionals Must Take Charge Of CX Strategy
- Supplemental Material
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