Chart Your Course Report

Want Great CX? Make Everyone Do Their Part

January 1st, 2018
With contributors:
Harley Manning , Clarissa Skinner


Customer experience (CX) leaders must help their colleagues understand how they affect — and ultimately own a piece of — customer experience outcomes. These CX responsibilities range from call center reps using active listening skills with customers to their managers reviewing call recordings and coaching reps to be even more customer-centric to executives factoring CX impact into business decisions. This report describes how CX pros can help their colleagues take responsibility by assigning ownership of major experiences, translating the CX vision for different departments and levels, defining essential behaviors, and redesigning incentives.

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.