Trends Report

The Challenges Holding Back CX Leaders And How To Overcome Them

Results From Our Survey Of More Than 250 CX Executives And CMOs

April 25th, 2016
Samuel Stern, null
Samuel Stern
With contributors:
Michael Gazala , William Willsea , Ryan Trafton , Kara Hartig


In late 2015, Forrester partnered with recruiting firm Heidrick & Struggles to survey chief marketing officers (CMOs) and customer experience (CX) professionals to better understand their roles, goals, and concerns. Respondents reported that their companies' focus on CX and their budgets to support it have both increased in the past two years. But they also identified several challenges that prevented them from delivering superior customer experiences. This report summarizes the findings from the survey and describes how CX pros can overcome those challenges.

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.