Skip to main content

Save or Share this Report

For Customer Experience Professionals

Improving CX Through Business Discipline Drives Growth

The Vision Report In The CX Transformation Playbook

January 25, 2021


Playbook icon

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

Why Read This Report

As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX transformation can yield financial benefits, including faster revenue growth or lower costs to serve. The problem: Transformation is hard. To do it successfully, CX leaders need to craft a CX vision, establish CX competencies, and execute those competencies with discipline. This report shows organizations why they should transform and what they need to do to make that happen. Forrester refreshes this report regularly based on new research.

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

  • Customer Experience Drives Business Results
  • High-Quality CX Is Extremely Rare
  • The Right Experience For A Brand Starts With Its Specific CX Vision
  • Sustaining A Transformation Requires CX Management
  • What It Means

  • Brands Will Split Between Breakthrough And Backsliding
  • Supplemental Material
  • Related Research Documents

Recommended Research