Trends Report

How CX Pros Innovate

Three Strategies For Fostering A Culture Of CX Innovation

May 8th, 2015
TC
Tony Costa
With contributors:
John Dalton , Corey Stearns

Summary

To understand what role customer experience (CX) professionals play in innovation efforts, Forrester talked to CX pros and innovation experts at 29 companies and agencies. What we learned is that savvy CX pros are adopting an approach to innovation focused on fostering and cultivating the conditions that give rise to innovations rather than leading the innovation effort itself. This report details the three actions that CX pros must take to create a culture of CX innovation in their organization.

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