Best Practice Report

CX Teams In 2019: What They Do, Where They Report, And Their Size And Budget

February 20th, 2020
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst
With contributors:
Gina Bhawalkar , Harley Manning , Amelia Nickels , Sam Karpinski , Shayna Neuburg

Summary

In May and June 2019, Forrester fielded a survey to customer experience (CX) professionals across the globe. We received hundreds of completed responses detailing what CX professionals are responsible for, where they report in their organizations, how many colleagues they have on their teams, and the size of their budgets. This report summarizes that survey data and includes analysis of interviews with CX pros for additional context.

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