Trends Report

CX Teams: What They Do, Where They Report, How Big They Are, And How Much They Spend

May 8th, 2017
SS
Samuel Stern
With contributors:
Harley Manning , William Willsea , Laura Glazer

Summary

In May and June of 2016, Forrester fielded a survey to customer experience (CX) professionals across the globe and 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 analyzes responses from 18 deep-dive interviews that expanded on the insights gained through the survey responses.

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