Business Case Report

Build Executive Buy-In For Your CX Transformation

Resonate With Executives, Seek Out Champions, And Build Alignment

January 9th, 2020
With contributors:
Judy Weader , Brian Mukasa , Harley Manning , Karen Traikovich


Many customer experience (CX) pros struggle to convince executive leadership to believe in and take action toward becoming a customer-obsessed organization. Competing priorities and disagreement on what customer-centricity looks like lead to a lack of alignment and progress. This report describes how CX professionals can overcome these challenges by demonstrating the role CX plays in their existing strategy and how to champion CX at the executive level.

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This report is available for individual purchase ($1495).

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.