First 90 Days Report

How To Succeed As A CX Professional

Lean On Your Strengths To Advance Your Career And Your Organization’s CX Program

April 8th, 2020
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Sam Karpinski, null
Sam Karpinski
With contributors:
Brian Mukasa , Harley Manning , Karen Traikovich

Summary

Even the best customer experience (CX) professionals struggle to drive change when their strengths don't match their organization's challenges. Organizations must also determine whether a fast-paced, comprehensive CX revolution or a steady, incremental CX evolution should drive change. This report will help businesses match and apply the strengths of CX pros to their current challenges as well as illustrate specific business situations that should be adapted to match the strengths of CX pros.

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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.