Customer Experience (CX) management is a must-have in the Feedback Economy. But according to Forrester research, CX professionals don’t have the support they need to implement effective CX management programs, even though the majority of executives say CX is critical.

Read this Q&A with Faith Adams, Senior Analyst at Forrester, to learn recommendations for engaging stakeholders to act on CX initiatives and ensuring enough budget is allocated to the technology and resources that support them.