RACI Matrix Report

Assess Customer Experience Technology Accountability With Forrester’s RACI Template

August 2nd, 2021
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg


Customer experience (CX) leaders must ensure quality experiences are delivered consistently despite the disparate technologies that are scattered across their organization. In order to maintain alignment, CX leaders must work to make sure their voices are heard in technology decisions. However, CX teams must not try to force their way into all tech decisions. Instead, CX leaders should build RACI charts to map how technology is owned and operated throughout their organization. RACI charts will help CX teams visualize their role in tech decisions and spur creativity about how to bridge the gaps they find. CX leaders should use the template in this report as a blueprint for their own RACI chart.

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