2025 Budget Planning For CX Leaders - Option 1

This peer discussion focused on takeaways from Forrester's Budget Planning Guide 2025: Customer Experience, and where CX leaders are focusing their efforts and investments for the rest of 2024 and beyond.

Key takeaways:

• Mixed budget expectations - while Forrester's data indicates 40% of CX leaders plan to increase investments above inflation in the next 12 months, attendees had mixed expectations about their budgets.
• Technology consolidation - several attendees are executing technology consolidation efforts to gain better insights into data, reduce risk, and control costs.
• Investing in new experiences - some attendees are exploring more advanced CX technology, like journey orchestration platforms, and looking to invest resources in creating new experiences. Focus on core CX technology, like customer feedback management platforms, remains high.