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For Customer Experience Professionals

Improving CX Through Business Discipline Drives Growth

The Vision Report In The CX Transformation Playbook

September 11, 2019

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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, organizations 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.

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Table of Contents

  • Customer Experience Drives Business Results
  • High-Quality CX Is Extremely Rare
  • To Transform CX, Companies Must Become Customer-Obsessed
  • What It Means

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

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