Trends Report

Improving CX Through Business Discipline Drives Growth

The Vision Report In The CX Transformation Playbook

January 25th, 2021
Harley Manning, null
Harley Manning
With contributors:
David Truog , Brian Mukasa , Sam Karpinski , Shayna Neuburg


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.