Best Practice Report

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

Insights From A 2023 CX North America Panel Discussion

July 28th, 2023
With contributors:
Rick Parrish , Daniel Portillo , Demi Starks


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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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.