《客户体验（CX）管理者面临的挑战及其应对之法（英文版）》.pdfVIP

報告吧報告吧 免費分享免費分享 A Joint Research Project by Forrester and Heidrick & Struggles The Challenges Holding Back CX Leaders And How To Overcome Them Results From Our Survey Of More Than 250 CX Executives And CMOs www.baogaoba.xyz 獨家收集 每天更新 免費分享www.baogaoba.xyz 獨家收集 每天更新 免費分享 報告吧報告吧 免費分享免費分享 FOR CUSTOMER EXPERIENCE PROFESSIONAlS The Challenges Holding Back CX Leaders And How To Overcome Them Results From Our Survey Of More Than 250 CX Executives And CMOs by Samuel Stern April 25, 2016 Why Read This Report Key Takeaways In late 2015, Forrester partnered with recruiting Customer Focus And CX Budgets Have Both firm Heidrick & Struggles to survey chief Grown In The Past Two Years marketing officers (CMOs) and customer The vast majority of CX leaders told us that their experience (CX) professionals to better company places a higher priority on customer understand their roles, goals, and concerns. experience than it did two years ago. And nearly Respondents reported that their companies’ two-thirds of respondents said that CX budgets focus on CX and their budgets to support it have are bigger today than they were two years ago. both increased in the past two years. But they To Overcome Key Barriers, CX Pros Must also identified several challenges that prevented