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Enterprise Programs

Strategic business transformation initiatives require buy-in and behavior change from every employee in your organization—from CEO to entry-level. Motivating and moving such a large, diverse group of people is a daunting proposition. Employees must understand the value of the change to the company and be able to confidently connect it to their role. Without both components, business transformations fall flat.

Explore CX Essentials

Forrester’s CX Essentials program provides enterprise-wide understanding of your CX mandate, to ensure employees at every level of the organization are aware of and act on the essential elements behind delivering value to your customers. The program functions as a catalyst for cultural change throughout your organization.

Accelerate your CX Transformation

The research is clear: better CX drives better business results across industries as diverse as banking, internet services, and retail. When customers have a better experience, their intentions to stay with a brand longer, buy more from that brand, and recommend that brand all increase. CX Essentials helps you accelerate your CX transformation across your organization to create new cultural norms and enable change.

Spur buy-in and create a shared mindset
Connect everyday actions to your CX vision to effectively mobilize change within your organization.

Inspire action on your CX initiatives
Educate employees on the value of CX using familiar language and your specific artifacts

Engage your employees
Deliver an engaging experience they’ll remember

Give CX-specific teams a deeper foundation in CX principles through the CX Certification program for teams.

CX Certification vs. CX Essentials

CX Certification

  • Built for individuals and teams
  • Groups of 20 or more can create private course and start date
  • 8 weeks of course content, with 1-3 hours per week expected
  • 3 levels of certification possible
  • Access is limited
  • Individual registration required
  • Earns industry CX-I badge
CX Essentials

  • Enterprise-wide
  • Customized to your business
  • 1-3 hours course content
  • No additional course progression
  • Ongoing access
  • Organizational subscription required
  • Earns organizational certificate

Together, CX Certification and CX Essentials empower CX-driven outcomes within a supportive ecosystem.

How enterprise-wide programs work

Forrester provides building blocks that you can customize to create a curriculum that is specific to your organization. Your customized content uses a combination of short videos, collaboration elements, quizzes and personalized content to provide a dynamic experience that is intuitive, mobile-friendly, and integrated with your LMS environment.

  • Develop and curate custom content with Forrester’s 20+ years of expertise in driving results through CX management
  • Blend Forrester thought leadership with your own assets​ to create a broad learning program that drives cultural change
  • Create custom messages delivered by your executive sponsor or team​
  • Provide a customized statement of accomplishment to every employee

CX Essentials

Create cultural change across your organization to support your CX vision.

Available CX Essentials building blocks for your custom curriculum

Essential 1: Understanding CX

Approximately 1 hour | 12 short videos
Understand why CX, why now, and the specific behaviors required to deliver your company’s intended customer experience.

  • Lesson 1: Why CX; why now?
  • Lesson 2: The value of CX
  • Lesson 3: The drivers of great CX
  • Lesson 4: The CX ecosystem
  • Lesson 5: CX at your company

Essential 2: Tools For CX Improvement

Approximately 1.5 hours | 16 short videos
Build awareness for common CX improvement tools to increase productivity in CX improvement projects.

  • Lesson 1: Understanding personas
  • Lesson 2: Journey mapping for CX improvement
  • Lesson 3: Introduction to design thinking
  • Lesson 4: Understanding iterative prototyping

Forrester’s CX Essentials program provides an enterprise-wide understanding of CX—at a level that is accessible to all staff. Lessons are customized to align with your CX vision and delivered through a series of short videos and presentations, sorted by role. Employees receive a statement of accomplishment.

Learn More About CX Essentials

Thank you for your interest in our CX Essentials course. We will be in touch with more information and to answer any questions that you may have.