The Forrester CX Strategy Development Template

August 2nd, 2021
TJ Keitt, null
TJ Keitt
With contributors:
Judy Weader , Brian Mukasa , Harley Manning , Shayna Neuburg


A sound customer experience (CX) strategy plots how a business will effectively execute on its CX vision, helping the business achieve its goals. Building this strategy requires a framework to help CX leaders organize the information needed to guide the business’s activities. This interactive tool enables CX professionals to build a CX strategy rooted in the overarching business strategy and CX vision.

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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.