CX Management

Truly great CX that differentiates your brand and drives growth is only achieved through an intentional approach to CX management. Lasting and impactful CX requires masterful coordination of large teams to work and deliver in a way that is consistent with your brand’s CX vision. Brands must invest to find good talent, build the necessary CX skills, and develop a program built to deliver ongoing results.

The next course begins on March 25. Register by March 20.

Register Now ($1950)

Forrester’s CX Management course is designed to help you build your CX management capability. Over the course of five weeks, learners will build upon the CX skills established in Forrester’s introductory course, CX Foundations, developing an understanding of the six core competencies that we know are required to build lasting CX: research, prioritization, design, enablement, measurement, and culture.

Learn How To Manage CX Transformation

What Breakaway CX Demands

Understand the six competencies all firms must master to drive revenue through CX improvement.

Elevate CX Measurement

Establish discipline and prepare your program for effective scaling.

Research For Seamless CX

Build a research practice that supports seamless customer experiences.

Prioritize Your CX Efforts

Prioritize CX improvements around customer impact, business impact, and feasibility.

Design For Differentiation

Use people, priorities, and process to establish design as a strategic differentiator.

Enable Great CX Delivery

Create processes that compel collaboration across silos.

Culture Practices For Transformation

Ingrain customer-centric behaviors and remove barriers to transforming your culture.

Enroll In An Upcoming Course

March 25, 2019

Register by March 20

$1950 (US)

April 22, 2019

Register by April 17

$1950 (US)

June 17, 2019

Register by June 13

$1950 (US)

September 23, 2019

November 11, 2019

Meet Our Team

Maxie Schmidt

Principal Analyst

Kelly Price

Kelly Price


Jennifer Wise

Principal Analyst

Ryan Hart

Principal Analyst

Sam Stern

Principal Analyst

Learn More About CX Management

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