The CX Innovation Imperative

June 17th, 2015

Tony Costa

With contributors:

John Dalton , Dylan Czarnecki

Summary

To become a customer experience (CX) leader, CX pros must strike a balance between improving existing experiences and pushing for bolder innovation-based efforts that uncover and deliver new value to customers. In this report, we examine why CX pros must take up the innovation challenge and outline the capabilities that they need to build to succeed.

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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.