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Home > Forrester's CX Cast > 54: What Customer Experience Management Maturity Looks Like
Podcast: Forrester's CX Cast
Episode:

54: What Customer Experience Management Maturity Looks Like
Category: Business
Duration: 00:16:11
Publish Date: 2016-05-18 23:00:00
Description: itunes pic

As companies scale, employees have to coordinate to deliver products and services via many channels. The often-haphazard CX management approach of the past won't cut it anymore, but many CX pros aren't sure what to do differently. In this episode, Vice President and Principal Analyst Megan Burns discusses the activities, processes, and habits that define mature customer experience management.

Since publishing this episode, Forrester significantly revised its CX Management Maturity Model. We recommend that you see these two updated reports: "Gauge Your CX Management Maturity" and  "The State Of CX Management Maturity, 2017"

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