Trends Report

Focus On Process, Technology, And Collaboration To Enhance Employee Enablement

Intermediate Level: The CX Transformation Playbook

February 5th, 2021
TK
TJ Keitt
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg

Summary

Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more holistic, self-sustaining initiatives designed to keep pace with changing customer needs. This report lays out how CX transformation leaders can help their businesses advance their CX enablement efforts to an intermediate level. Forrester refreshes this report regularly based on new research.

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