Data Overview Report

The State Of Customer Experience Teams, 2023

CX Teams Are Bigger And Busier Than Ever But May Not Be Set Up For Success

November 1st, 2023
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Rick Parrish , Cortney Eldridge , Saurabh Pachauri , Daniel Portillo , Shayna Neuburg

Forrester’s latest global survey of customer experience (CX) professionals asked about their firms’ CX program, including team size, responsibility, budget, and reporting structure. The data reveals that many CX programs are centralized, with a broad remit and lengthy to-do lists, yet may lack the capabilities to deliver on all of their ambitions. This report summarizes our findings for CX leaders seeking a benchmark for their CX function and recommendations to improve the maturity of their own program.

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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.