Best Practice Report

Executive Q&A: Top 10 Customer Experience Strategy Questions Answered

September 2nd, 2016
Deanna Laufer, null
Deanna Laufer
With contributors:
Harley Manning , William Willsea , Kara Hartig


Most firms aspire to be the customer experience (CX) leader in their industry or even a leader across all industries. To achieve this weighty goal, they'll need (among other things) a shared understanding of the future customer experience that they want to deliver, which they'll need to formalize in a customer experience strategy. But when it comes to the term "CX strategy," confusion often reigns. This report helps CX professionals move past semantics and clarify how a customer experience strategy can advance their CX ambitions. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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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.