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For Customer Experience Professionals

Why And How To Lead A CX Transformation

The Executive Overview Of The CX Transformation Playbook

June 19, 2017

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Why Read This Report

A laser-like focus on customer experience (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 Forrester's 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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Table of Contents

  • The Proven Path To Success: Prioritizing Customer Experience
  • Transform Your Company's Mindset And Operations
  • Use This Playbook To Lead Your CX Transformation
  • Next Steps
  • Related Research Documents

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