Summary
CX pros play a key role in kick-starting journey-centric transformations and guiding their firms through three phases — activate, connect, and extend. They transform six operational levers at each phase to become journey-centric, taking on responsibilities like skills building, stakeholder management, governance, and scaling. This report contains a menu of tasks that CX teams can assume to steer a journey-centric transformation.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).