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For Customer Experience Professionals

Where Customer Experience Management Technology Can And Can't Help You Govern CX

Tools And Technology: The Customer Experience Ecosystem Playbook

November 11, 2016

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This is the Tools And Technology report in The Customer Experience Ecosystem Playbook For 2018.

Why Read This Report

Customer experience (CX) professionals are bombarded with technology that will supposedly let them manage their customers' experience. But do these solutions actually support the customer experience management (CXM) competencies that CX pros must develop in their businesses? This report lays out how this technology landscape meets businesses' CXM needs and the things that CX pros must consider as they and their business partners evaluate these tools. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • The Customer Experience Management Technology Conundrum
  • True CXM Solutions Give CX Pros Tools To Carry Out CXM Practices
  • CXM Technology Strategies Must Accompany The Tool Sets
  • Recommendations

  • Assess Your Company's Current CXM Technology Ecosystem
  • Supplemental Material
  • Related Research Documents

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