Trends Report

Brief: When To Rethink Even A Successful CX Strategy

October 12th, 2016
With contributors:
David Truog , Gabriella Zoia , Rachel Birrell


Most organizations treat customer experience strategic planning as an annual or biannual event triggered by the calendar. Not so for customer-obsessed organizations: Their planning efforts are triggered by new information whenever it appears, so that they stay ahead of market changes and customer demand and are ready to execute when opportunities arise. The challenge is to detect the sometimes subtle cues that it's time to correct course. This brief tells CX pros how — so they can act on those signals before it's too late.

Want to read the full report?

This report is available for individual purchase ($1495).

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.