People Who Transform An Experience-Driven Organization

May 4th, 2012

Harley Manning

With contributors:

Moira Dorsey , Belle Bocal

Summary

This stakeholder map is designed to help customer experience professionals plan and coordinate activities across roles and functions as well as clarify the responsibilities of participants in the transformation to an experience-driven organization. It includes an overview of the customer experience maturity framework that forms the basis of the transformation, identifies the most important stakeholders who'll need to participate in the transformation, and explains why those stakeholders are critical to success. The report also includes a downloadable spreadsheet-based grid, which can be customized for your business.

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This report is available for individual purchase ($1495).

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.