A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands’ financial results and showing that they correlate with how customers perceive their interactions with those brands. However, few companies have achieved that focus and for most, it will require a journey of deep transformation toward a new mindset and a new way of operating.
This report for executives tasked with leading a CX transformation, provides an overview of Forrester’s framework for how to complete this journey successfully.
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