Decision Tool

The Forrester CX Capability Inventory

Equip Your Team To Achieve Your Organizational Objectives

December 22nd, 2023
With contributors:
Rick Parrish , Judy Weader , Sean Owens , Rebecca Rose , Emanuella Santos , Shayna Neuburg


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.

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