Vision Report

The Technology Imperative For Customer Experience Leaders

May 20th, 2021
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg


Customer experience (CX) functions cannot ensure quality experiences without the proper technology. This means that CX leaders must take an active role in how their businesses develop requirements for and select customer-supporting systems. To be involved in technology decisions, CX groups must develop technical expertise, foster new internal relationships, and take responsibility for parts of the CX-supporting technology portfolio.

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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.

Harley Manning
Ben Salamin
and Shayna Neuburg