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For Customer Experience Professionals

The Six Key Steps To Instituting Good Customer Research

Beginner Level: Research Practices For CX Transformation

October 29, 2018

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

Why Read This Report

Getting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding to employees and partners. This report is for CX transformation leaders whose organizations perform these activities but with insufficient rigor. It explains how to achieve the beginner level of maturity in the research competency. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • Customer Understanding Research Is Widely Misunderstood
  • Six Steps To An Established Research Competency Within A Year
  • Related Research Documents

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