366: CX Case Studies Overview

Culture work underpins every successful customer experience (CX) transformation. Martin and Angelina discuss Forrester’s collection of case studies that capture diverse efforts to build a customer-focused culture change to ultimately improve the customer experience.

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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.