Trends Report

Improving CX Through Business Discipline Drives Growth

The Vision Report In The CX Transformation Playbook

January 25th, 2021
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Harley Manning, null
Harley Manning
With contributors:
David Truog , Brian Mukasa , Sam Karpinski , Shayna Neuburg

Summary

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.

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