Best Practice Report

Stop Saying “Yes” To Every CX Project

Embrace Prioritization As The Backbone Of CX Strategy

April 24th, 2019
With contributors:
Rick Parrish , Karine Cardona-Smits , Sam Karpinski , Harley Manning , Shayna Neuburg

Summary

Most customer experience (CX) teams are trying to do too much with too little. Without a structured approach to assess, prioritize, and sometimes push back on proposed work, CX pros find themselves spread too thin, saying “yes” to everything while their productivity and quality suffer. The purpose of this report is to reintroduce the idea of CX prioritization and offer some methodologies that will empower CX pros to take on the highest impact activities.

Want to read the full report?

This report is available for individual purchase ($1495).

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.