Explore the relationship (and differences) between customer obsession and CX

Featuring: Rick Parrish, VP and Research Director, Forrester

Think customer obsession and customer experience (CX) are the same? They’re related strategies with different goals. Knowing how they differ and what they do is crucial to your CX success.

While one puts the customer at the center of activity, the other reveals how customers perceive the quality of the customer’s experience. Together, these initiatives help brands create better customer products and services.

Watch this video to learn how and why customer obsession and CX work together and how:

  • They provide more value to customers together.
  • The CX function makes brands more customer obsessed.
  • These terms relate to CX transformation goals.
  • Term confusion can lead to CX mistakes.