Observed Signal · Nov 14, 2022 · Report Publication · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Experts Weigh 2023 CX Budget Priorities
CMSWire gathered expert recommendations on customer experience budget planning for 2023. Citing Forrester's 2023 CX Planning Guide, the article notes that most CX leaders expect higher budgets despite economic uncertainty. Forrester advises prioritizing projects that demonstrate ROI, upskilling CX staff, technologies that accelerate customer research, customer journey orchestration, and cost-saving contact center technologies. Additional expert voices include SAP CX Chief Revenue Officer Jen Bailin, who urges investment in employee digital upskilling; Protiviti Digital Managing Director Alex Weishaupl, who advocates prioritizing voice-of-customer practices and scaling experience automation; and Spread Great Ideas founder Brian David Crane, who recommends focusing on CX technologies that align with existing structures and improve customer interactions.
Provides expert guidance on 2023 CX budget priorities, highlighting investment areas such as VoC, journey orchestration, and upskilling, which is relevant to MarTech vendors and agencies.
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Key Takeaways & Evidence Grounding
- CMSWire published expert advice on 2023 CX budget priorities on Nov 14, 2022.
- Forrester's 2023 CX Planning Guide found most CX leaders expect higher budgets despite economic turbulence.
- Forrester recommends prioritizing ROI-demonstrable projects, CX skills development, customer research technologies, customer journey orchestration, and contact center technologies.
- SAP CX CRO Jen Bailin urged organizations to invest in digital upskilling for employees.
- Protiviti Digital managing director Alex Weishaupl advised prioritizing voice-of-customer practices and scaling experience automation.
Connected Companies & Entities
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Ontology Mapping & Concepts
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