Forrester-Perspective-CX-2

GET STARTED NOWForrester can help you prioritize the initiatives that deliver real results and createsustainable change. Specifically, our experts will work with you to:Assess the maturity of your customer experience capabilities. Take stock of howyour firm performs 40 essential practices today, and build a plan to turn those activitiesinto a self-improving CX management machine.Determine the root causes of your customer experience problems. Identify anddocument the people, activities, processes, policies, and technologies that shape everycustomer interaction; then use this ecosystem map to prioritize the root causes yourcompany must address in order to deliver exceptional customer experiences.Prove the ROI of customer experience improvements. Demonstrate the potentialbusiness benefits of initiatives ranging from small website tweaks to full CXtransformation projects. Using our proprietary industry data and case studies, Forresterwill help you determine what return you can realistically expect.Implement or enhance a new or existing CRM. Identify the strengths andweaknesses of your customer relationship management (CRM) environment usingindustry best practices. Define relevant metrics and key performance indicators (KPIs)to measure success and business impact, in order to ensure buy-in by key stakeholdersand management.Develop a digital experience road map. Evaluate your company’s digital strategies,architectures, organization, and plans against best and emerging practices in areas suchas CRM, contact center support, business intelligence (BI) adoption, and mobileapplication development.Connect With ForresterTalk to one of our experts about yourcustomer experience strategy.+1 617.613.6000 or forr.com/cx-contactVisit our customer experience site to:• Watch Forrester analysts explain theimplications of CX for marketing andbusiness technology professionals.• Listen to webinars and podcaststo determine how CX impactsyour business.• Download the first two chaptersof Forrester’s book Outside In.forrester.com/customerexperience forrester.com/customerexperience | +1 617.613.6000 FORRESTER PERSPECTIVE: The Business Impact Of Customer Experience | 8