The Challenges Holding Back CX Leaders And How To Overcome Them

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.