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For Customer Experience Professionals

Power Prioritization Decisions With A Dynamic Tool

Intermediate Level: Prioritization Practices For CX Transformation

November 28, 2018

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This report is part of "Act: Intermediate Level" in The CX Transformation Playbook.

Why Read This Report

Once customer experience (CX) pros and their organizations have established a beginner-level prioritization framework for understanding and assessing CX initiatives based on customer impact, business impact, and feasibility of implementation, they're ready to advance the prioritization competency to the next level. An intermediate-level prioritization framework adds more granularity in its criteria and introduces weighting at two levels. This report, part of the CX transformation playbook, explains how. It also links to additional reports that provide more depth. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • Enhance Your Prioritization Tool To Fit Your Organization
  • Score Projects To Prioritize CX Transformation Efforts
  • Maximize The Prioritization Approach
  • Taking It Forward
  • Supplemental Material
  • Related Research Documents