209: State Of CX Teams In 2019

This year Forrester fielded a survey to hundreds of customer experience (CX) professionals across the globe. We received feedback on what CX professionals are responsible for, where they report in their organizations, the size of their budgets and much more. In this episode, Forrester analyst Angelina Gennis discusses the data and trends for the state of CX teams.

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.