The Forrester CX Vision Development Template

Follow A Structured Process To Create Your Organization’s CX Vision

January 24th, 2023
With contributors:
Rick Parrish , Angelina Gennis , Ananya Suresh , Shayna Neuburg


A customer experience (CX) vision distills an organization’s chosen expression of customer obsession into a statement that describes the optimal customer experience and the employee behaviors needed to bring it to life. Building this vision requires a framework to help CX leaders craft this guiding light for their organizations. This template enables CX professionals to create draft CX vision statements and develop a plan to finalize the selection and management of the new 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.