2018 has been declared as a year of reckoning by Forrester. At the top of Forresters 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins.
But this is where they hit a wall. The latest Forrester CX Index demonstrated that, for some companies, scores actually declined and others reached a plateau. In a word, CX programs are stuck.
So, how can we unstick our CX programs and generate greater momentum in what was once declared a centerpiece of the CEOs agenda? Here are seven tips to help move your CX program in the right direction.
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