Summary
CX leaders struggle to identify which tech solutions will help solve their business problems and improve CX when they fail to connect technology functions with specific objectives. Vendors’ marketing messages and a lack of standardization in the “CX tech” market amplify the challenge. Complicating things further, CX teams’ roles and responsibilities also vary, so there is no universally ideal CX tech ecosystem. Forrester’s Function-First Tech Buying Framework creates standards for the functionality included in each tech market category. CX leaders should read this report to navigate this complexity and guide their strategic technology buying decisions.
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