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Advance Your CX Prioritization With Forrester’s Modeling Tool

Advanced Level: Prioritization Practices For CX Transformation

March 12th, 2021
With contributors:
Brian Mukasa , Harley Manning , Karen Traikovich


Advanced customer experience (CX) prioritization practices use complex models with multiple granular inputs that are weighted and scored to triangulate to the decision of which items to do and in what order. This is the third in a series of three reports on CX prioritization to help CX pros use a bedrock of data and insights to make better choices. It replaces an earlier report and is rewritten based on new research. This report provides a downloadable dynamic prioritization tool and gives examples of how CX leaders enable a more precise understanding of which activities and initiatives will address the things that matter most to their customers and businesses.

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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.