Summary
A Forrester survey of CX pros found that only 15% of CX initiatives are very or extremely effective. In many cases, there was little or no collaboration between CX and other stakeholders, specifically EA professionals, when shaping CX initiatives. Leading EA pros are developing frameworks, reference architectures, and competencies that translate the intent of CX strategies into powerful, actionable, clearly defined, and effective CX strategies. This report identifies the factors of effective CX strategies and describes how EA pros should add muscle to their organization’s CX strategy.
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