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
Samuel Stern
With contributors:
Michael Gazala , Dylan Czarnecki


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.

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