Trends Report

How To Build The Right CX Strategy

January 10th, 2017
DL
Deanna Laufer
With contributors:
David Truog , Gabriella Zoia , Rachel Birrell

Summary

Unless you have a well-defined customer experience (CX) strategy, your CX will be haphazard at best and fail to deliver sustainable benefits. This report tells CX professionals how to develop a research-based CX vision aligned with the business and translate it into a CX strategy the organization can understand and implement. This is an extensive update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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