Why Read This Report
Centralized customer experience organizations play an important role in a company's journey to Experience-Based Differentiation. Forrester examined the inner-workings of several such teams and found that while their organizational structure varies, the successful ones share three characteristics: inspiring leaders, collaborative processes, and adequate resources. In addition to building a team with these traits, the chief customer experience officers (CC/EOs) must work to cultivate the internal brand of their organizations. Customer experience organizations can use Forrester's self-test to assess the health of their internal brand.
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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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