Trends Report

Where Customer Experience Management Technology Can And Can't Help You Govern CX

November 11th, 2016
TJ Keitt, null
TJ Keitt
With contributors:
Joana de Quintanilha , Harley Manning , Deanna Laufer , Andrew Hogan , William Willsea , Rachel Birrell


Customer experience (CX) professionals are bombarded with technology that will supposedly let them manage their customers' experience. But do these solutions actually support the customer experience management (CXM) competencies that CX pros must develop in their businesses? This report lays out how this technology landscape meets businesses' CXM needs and the things that CX pros must consider as they and their business partners evaluate these tools. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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