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For Customer Experience Professionals

Level Up Your CX Prioritization By Thinking In Multiple Dimensions

Intermediate Level: Prioritization Practices For CX Transformation

February 8, 2021

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

Why Read This Report

Reaching an intermediate state of customer experience (CX) prioritization maturity requires increasing the sophistication of the modeling process. This report provides an updated intermediate-level prioritization tool and gives examples of how CX leaders enable a more precise understanding of which activities and initiatives will address the things that matter most to their customers and businesses. This is the second in a series of three reports on CX prioritization that will help CX pros use a bedrock of data and insights to make better choices. It replaces an earlier report and is completely rewritten based on new research.

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Table of Contents

  • Better CX Prioritization Brings Bigger Business Benefits
  • Use A Multidimensional Model That Supports Better Decisions
  • Boost Your CX Prioritization With Forrester's Intermediate-Level Tool
  • Recommendations

  • Expand Your Criteria Set To Refine Your CX Prioritization Model
  • Supplemental Material
  • Related Research Documents

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