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For Customer Experience Professionals

Why And How To Lead A CX Transformation

The Executive Overview Of The CX Transformation Playbook

January 27, 2021

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This report is part of "Discover" in The CX Transformation Playbook.

Why Read This Report

A laser-like focus on CX is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how customers perceive their interactions with those brands. Few companies have achieved that focus — for most, it will require a journey of deep transformation toward a new mindset and a new way of operating. This report for executives tasked with leading CX transformations provides an overview of our framework for how to complete this journey successfully: the CX transformation playbook. Forrester refreshes this report regularly based on new research.

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