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For Customer Experience Professionals

How To Achieve CX Management Maturity

March 14, 2016

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This is the Executive Overview report in The Customer Experience Maturity Playbook For 2016.

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Authors

  • By Harley Manning
  • with Michael E. Gazala,
  • Megan Burns,
  • Gabriella Zoia,
  • Kara Hartig

Why Read This Playbook

Eighty-four percent of brands in Forrester's US Customer Experience Index (CX Index™) got "OK" scores or worse from their customers in 2015. This is a clear sign that their current approach to customer experience management (CXM) isn't working. How can companies deliver the right high-quality experiences that they've designed every time? Adopt the six competencies of mature CXM. CX pros can use this playbook to help them drive their company's adoption of those competencies.

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