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Go 5D With Forrester’s Advanced CX Prioritization Model

Blog: Forrester BPM Center of Excellence

In my earlier posts about CX prioritization, focusing on Forrester’s beginner-level and intermediate-level models, I covered the use of criteria around customer impact, business impact, and (when you get to intermediate) feasibility as a means of determining which CX-related projects you should pursue or put to the side. Moving up to advanced mode requires taking […]

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