Su Doyle

CX Exec Partner & Sr Analyst

Forrester Bio

Author Insights


CX Leaders Have The Opportunity And The Responsibility To Drive Growth

Su Doyle April 30, 2021
What customer experience (CX) leaders care about and what CEOs care about don’t usually line up, and that’s a problem. It impacts budgets, staffing, and the overall clout of the CX function. As a former CX leader and as an executive in charge of growth strategies, I know we can do better! At CX APAC and CX […]
Read More

Five Ways To Plan For B2B Journey Mapping Success

Su Doyle August 14, 2018
Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and marketing leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys.” The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]
Read More