Decision Tool

The Forrester CX Capability Inventory

Equip Your Team To Achieve Your Organizational Objectives

December 22nd, 2023
Su Doyle, Senior Analyst
Su Doyle Senior Analyst
AJ Joplin, Senior Analyst
AJ Joplin Senior Analyst
With contributors:
Rick Parrish , Judy Weader , Sean Owens , Rebecca Rose , Emanuella Santos , Shayna Neuburg

Summary

Organizations invest in customer experience (CX) for several reasons: to increase revenue or adoption, reduce costs, increase resilience, or benchmark against other firms. The Forrester CX Capability Inventory provides a structured approach to evaluate how well CX teams and ecosystem partners can perform CX capabilities to achieve organizational objectives.

Want to read the full report?

Contact us to become a client

This report is not available for purchase at this time.

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.