Best Practice Report

Bold Matters, Even When You Don’t Have To Compete To Win

Insights From A 2023 CX North America Panel Discussion

 and  three contributors
Jul 28, 2023

Summary

Governments, utilities, and other organizations where competition isn’t a major factor in driving CX-related outcomes face unique challenges when creating and sustaining CX initiatives. This Q&A report recaps a panel at Forrester’s CX North America forum in which two leaders shared how their organizations invested in CX and how they’re going bold to improve experiences for their customers.

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