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For Customer Experience Professionals

Manage The Customer Experience Project Portfolio

May 11, 2012

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Why Read This Report

This report is an update to "Managing The Customer Experience Project Portfolio" originally published on February 12, 2010. When transforming their firms into experience-driven organizations, customer experience professionals must put in place a system that helps optimize return on the investments that they make for the business, supporting continuous improvement. To help them do that, Forrester has identified a set of best practices that firms can use to evaluate and rank customer experience projects. We found that the decision criteria must have four key characteristics in order to tease out the best mix of projects: clarity, simplicity, balance, and flexibility.

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Table of Contents

  • Customer Experience Leaders Struggle To Prioritize Projects
  • The Customer Experience Project Portfolio Management Framework

  • Evolve The Prioritization Framework With The Business
  • Supplemental Material
  • Related Research Documents