Summary
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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