CX Management
Customer experience management is not easy — building the program, acquiring and honing talent, establishing a credible enterprise governance structure, and asserting financial expectations are piece parts of a complex structure that is often in place to change the very nature and performance of your company. Getting it wrong destroys trust and results — getting it right is fuel.
CX-Led Change
Customer experience is an internal disruptor, driving sometimes deep-rooted operational and organizational change to enable firms to compete on the basis of experience. The opposite is also true: If your CX team is unable to address internal silos that fracture journeys and frustrate customers, CX may fail in its basic role of creating differentiated experiences that serve as an engine of growth.
CX Measurement
Customer experience measurement is an operational game. It should be surgical, telling you exactly where and how to invest to create value for customers and grow revenue. Winning the game depends on translating measurement into precise action and persistent results.
CX Performance
Customer experience is charged with creating a clear link between the experiences customers enjoy and the growth your firm realizes. It has not yet met that potential. And it is no small task. CX teams need to anticipate customer behaviors and expectations, select those experiences that matter most to customers and growth, and design experiences that drive affinity in an unforgiving, sometimes volatile market.
Customer Experience Insights
Should You Give Up On CX? A Look At Your Much-Worse Alternatives To CX Excellence
In 2019, we predict that 20% of brands will throw up their hands and stop trying to win at CX. Why? CX is hard. But as VP, Research Director Harley Manning explains, the path of least resistance ends up being a bumpy ride in the end.
Will CX Pros Still Have A Job In 2025?
Then the question from one of our fold: “Will I still have a job in 2025?” The question was met with a stunned pause in conversation (quite a feat for a group of CX professionals!).
January 23, 2019
Predictions 2019 Webinar
Join Forrester thought leaders to dig into the seismic shifts that will affect your business in 2019.
Our Customer Experience Team
Maxie Schmidt
Principal Analyst
Harley Manning
VP, Research Director
Ron Rogowski
Principal Consultant
Learn more about customer experience
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