Best Practice Report

CX Strategy Essentials

Create An Actionable CX Strategy That Helps Achieve Business Goals

August 11th, 2021
TJ Keitt, null
TJ Keitt
With contributors:


The precise definition and composition of a customer experience (CX) strategy has proven elusive for many business leaders. Getting it right is essential, though, as the CX strategy plots how a business will execute on its CX vision, helping it achieve its business goals. This report aims to reduce the confusion around CX strategy creation by explaining the process’s prerequisites, core components, and key considerations.

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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.