Summary
A 64% majority of US customer experience (CX) leaders expect larger budgets to help them face a turbulent economic and business environment. Regardless of their budget status, CX leaders who want to reverse declines must invest to drive customer-focused action. This means investing more in tech to create and improve experiences, critical employee skills, unstructured feedback, and predictive modeling. To free up resources for these investments, cut spending on redundant tech, superfluous surveys, and rarely used skills.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.