Best Practice Report

Executive Q&A: Success Secrets From Senior Customer Experience Executives

How CX Leaders Address Issues Like Organizational Structure, Measurement, And Corporate Buy-In

May 6th, 2015
SS
Samuel Stern
With contributors:
Michael Gazala , Dylan Czarnecki

Summary

At Forrester, we spend most of our day thinking about the challenges that customer experience (CX) professionals face. Some of these challenges are evergreen, like who in the organization is ultimately responsible for customer experience and how to convince colleagues that CX matters to the business. We spoke with nine senior customer experience professionals at a diverse set of large companies to get their perspectives and practical advice for addressing these perennial CX challenges.

Want to read the full report?

Contact us to become a client

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.