CX Essentials

CX transformations require buy-in and behavior change from every employee in your organization — from CEO to entry-level. Motivating and moving such a large, diverse group of people is a daunting proposition. Employees must understand the value of CX to the company and be able to confidently make connections to the role that they individually play in driving CX initiatives forward.

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Forrester’s CX Essentials training program goes beyond the basics to instill a common understanding of what CX means to your organization, inspiring employees to execute and contribute to CX initiatives to drive growth. Training is customized to align with your CX vision and delivered to employees through a series of short videos and hands-on projects sorted by role.

Learn The Essentials

Understanding CX

Understand why CX, why now, and the specific behaviors required to deliver your company’s intended customer experience.

  • Lesson 1: Why CX; why now?
  • Lesson 2: The value of CX
  • Lesson 3: The drivers of great CX
  • Lesson 4: The CX ecosystem
  • Lesson 5: CX at your company

Tools For CX Improvement

Build awareness for common CX improvement tools to increase productivity in CX improvement projects.

  • Lesson 1: Understanding personas
  • Lesson 2: Journey mapping for CX improvement
  • Lesson 3: Introduction to design thinking
  • Lesson 4: Understanding iterative prototyping

Meet Our Team

Harley Manning

VP, Research Director

Erin Streeter

VP, Training & Certification Product Manager

Learn More About CX Essentials

Thank you for your interest in our CX Essentials course. We will be in touch with more information and to answer any questions that you may have.