Roadmap Report

How To Build Your CX Technology Portfolio

May 3rd, 2021
James McCormick, null
James McCormick
With contributors:
Srividya Sridharan , Maxie Schmidt , Joana de Quintanilha , TJ Keitt , Faith Adams , Chandler Hennig


It’s essential that customer experience (CX) leaders have a roadmap to build a comprehensive portfolio of technologies that support the activities of a mature enterprisewide CX practice. As you develop your roadmap, consider the existing and future technology needs of both the CX team and teams such as marketing, commerce, or customer service. Start by creating a reference architecture that plots each team’s technical CX capability needs; use this to develop a detailed three-stage roadmap for delivering an integrated CX tech portfolio that supports an omnichannel CX practice. This report guides CX pros through the process of planning and creating a CX technology reference architecture and roadmap.

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