Best Practice Report

Prioritizing Customer Experience Improvements: Categories And Criteria

January 1st, 2018

Summary

As B2B organizations investigate opportunities to improve customer experience, they often find that they are identifying many more possibilities than they can pursue in the short term. The Forrester Customer Experience Opportunity Prioritization Scorecard is an interactive tool that helps customer experience leaders apply a consistent method to prioritizing potential investments and initiatives. In this report, we list the four categories of criteria used within the Customer Experience Opportunity Prioritization Scorecard to assess each customer experience improvement opportunity, prioritize initiatives, and make more informed investment decisions.

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