Forrester’s Budget Planning Guide 2025: Customer Experience
To succeed, customer experience (CX) leaders must invest in strengthening core capabilities that enable their organizations to turn customer-centric strategies into real, impactful experiences. This guide from Forrester offers data-driven insights to help you determine where to increase, decrease or experiment with your CX budgets for 2025.
CX leaders are facing a variety of challenges, including rising employee burnout, pressure to deliver results with new technologies and financial stress on both customers and businesses. As a result, global CX quality has declined globally for the third straight year, according to Forrester. To reverse this trend, leaders must invest in understanding customer needs, designing and testing solutions, and delivering products and services.
Explore this guide to access a comprehensive roadmap for transforming CX through strategic investments.
The guide explores
How CX leaders should adjust their budgets for maximum impact- Innovative strategies for investing in emerging technologies, overhauling core CX competencies and future-proofing programs
- Budget benchmarks and spending trends from global CX leaders
“Some 61% of CX decision-makers plan to hire third-party service providers for customer research, voice-of-the-customer (VoC), business process improvement, and customer service activities.”
Forrester, Budget Planning Guide 2025: Customer ExperienceLead your organization to CX excellence
Navigate financial planning with precision and unlock strategic insights for 2025 CX success in this Forrester guide.
