Trends Report

Manage The Customer Experience Project Portfolio

May 11th, 2012
Megan Burns, null
Megan Burns
With contributors:
Angela Beckers , Harley Manning , Belle Bocal


This report is an update to "Managing The Customer Experience Project Portfolio" originally published on February 12, 2010. When transforming their firms into experience-driven organizations, customer experience professionals must put in place a system that helps optimize return on the investments that they make for the business, supporting continuous improvement. To help them do that, Forrester has identified a set of best practices that firms can use to evaluate and rank customer experience projects. We found that the decision criteria must have four key characteristics in order to tease out the best mix of projects: clarity, simplicity, balance, and flexibility.

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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.