Report

CX Essentials

The Basics Of Customer Experience In Plain Language CX Pros Can Use To Explain It To Colleagues

August 2nd, 2021
With contributors:
Harley Manning, Katy Tynan, Amelia Nickels, Shayna Neuburg

Summary

Many business and technology leaders undermine their own companies and careers when they make decisions related to customer experience (CX). How? By basing their decisions on a wrong understanding of it. And CX pros willing to explain it have a hard time knowing where to start because they’re immersed in CX every day. This report distills the basics of CX into a 5-minute read with explanations in plain language that CX pros can use when communicating with colleagues to help them tap the power of great CX to drive success.

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Forrester helps business and technology leaders use costumer obsession to accelerate growth. That means empowering you to put the costumer at the center of everything you do: your leadership strategy, and operations. Becoming a costumer-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.