Trends Report

The Five Essential Steps To Plan Your CX Transformation

The Strategy Report In The CX Transformation Playbook

January 25th, 2021
Harley Manning, null
Harley Manning
Sam Karpinski, null
Sam Karpinski
With contributors:


Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your company as well as when the transformation will start showing results. In this report, we first explain how to decide whether CX is strategic for your company and then describe the steps that will help you chart your course to transformation. Forrester refreshes this report regularly based on new research.

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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.