Best Practice Report

Establish Your Experience Research Practice

Beginner Level: Research Practices For CX Transformation

January 21st, 2021
Kelly Price, null
Kelly Price
With contributors:
David Truog , Gina Bhawalkar , Amelia Nickels , Shayna Neuburg

Summary

This report about experience research — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don't yet follow an effective and documented process for how to do it. In other words, they either lack rigor in how they do experience research or may not do much at all or know exactly what it is. At this beginner stage of maturity in experience research, you should focus on establishing a rigorous practice. This report explains why and how. Forrester reviews and updates this report periodically for continued relevance and accuracy. This edition is completely rewritten based on new research.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.