Skip to main content

Save or Share this Report

For Customer Experience Professionals

How To Set Employee Goals That Drive Great CX

Balance Accountability And Empowerment Across The Organization To Improve Customer Journeys

April 27, 2016


Why Read This Report

Companies must align employee goals with desired customer metrics to deliver better experiences. To get it right, companies must make employees accountable for parts of the experience that they control. And in turn, customer experience (CX) pros must develop training and tools to help employees assume accountability. This report details how CX pros can empower employees to assume accountability for customer experience results.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

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.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • Companies Fail To Make Employees Accountable For Great CX
  • Empower Employees To Assume Accountability For CX Results
  • Recommendations

  • Look Beyond Goals And Behaviors To Ensure Success
  • Supplemental Material
  • Related Research Documents

Recommended Research