Best Practice Report

How To Set Up An Effective CX Training Program

Follow Three Key Steps To Ensure That Your CX Training Delivers Optimal Impact

May 29th, 2018
With contributors:


Customer experience (CX) strategies can be derailed by lack of preparation, poorly defined business context, and difficulty aligning the time spent on one-off training workshops with the value they create. This report presents findings from a series of Forrester CX and customer journey mapping training workshops, provide practical frameworks for CX training, and recommend ways that CX professionals can get results from their CX training initiatives.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.