Skip to main content

Save or Share this Report

For Customer Experience Professionals

Stop Saying "Yes" To Every CX Project

Embrace Prioritization As The Backbone Of CX Strategy

April 24, 2019

Primary author headshot


Why Read This Report

Most customer experience (CX) teams are trying to do too much with too little. Without a structured approach to assess, prioritize, and sometimes push back on proposed work, CX pros find themselves spread too thin, saying "yes" to everything while their productivity and quality suffer. The purpose of this report is to reintroduce the idea of CX prioritization and offer some methodologies that will empower CX pros to take on the highest impact activities.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • The Average CX Team Is Underwater
  • Prioritize Activities To Maximize Impact And Efficiency
  • Firms Take Diverse And Innovative Approaches To Prioritization
  • Develop A Multicriteria Tool To Manage Project Decisions
  • Recommendations

  • Say "Yes" Or "No" To Projects On The Back Of A Rigorous Approach
  • Supplemental Material
  • Related Research Documents