Trends Report

The CX Transformation Imperative

It's Not Whether To Transform CX; It's When And How

September 14th, 2016
Harley Manning, null
Harley Manning
With contributors:
John Dalton , Dylan Czarnecki , Scott Ross , Kara Hartig


A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations threatens to take them down. To acquire and retain customers in this environment, all companies must elevate the role of customer experience in their competitive strategies and commit to playing the long game. Winning the long game won't be easy. CX professionals must have a CEO mandate, an outside-in perspective, an innovation mindset, and disciplined execution.

Want to read the full report?

Contact us to become a client

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.