Vision Report

Leverage Five Collaboration Strategies To Power CX Transformation

Build Organizational Alignment, Not Empires

June 24th, 2021
With contributors:
Martin Gill , Brian Mukasa , Harley Manning , Clarissa Skinner , Shayna Neuburg


Successful customer experience (CX) teams are collaborators, not conquerors. We identified five distinctive strategies that power sustainable CX transformation through organizational alignment, based on over 300 stories from CX teams. This report includes 20 examples of CX teams employing collaboration strategies in financial services, healthcare, retail, government, manufacturing, high-tech, telecommunications, and business services.

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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.