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Forrester: Navigate Your CX Tech Ecosystem With Function-First Thinking
Posted July 23, 2025 – Updated July 23, 2025Build your customer experience (CX) tech ecosystem strategically with Forrester's function-first tech buying framework. Choose the right technology and manage it effectively.
As organizations invest in building sophisticated customer experience capabilities, choosing the right solutions and partners is critical. Success requires understanding which functions drive value and how technologies work together in your ecosystem.
Forrester's Function-First Tech Buying Framework, introduced in this report, shifts focus from vendor categories to business capabilities and technical functions. This practical approach helps organizations identify what they need before committing to specific solutions.
Access this essential report from Forrester to learn how to evaluate your CX technology needs, make informed buying decisions and work effectively with technology partners to achieve your customer experience goals.
This report includes:
- The Function-First Tech Buying Framework and how it guides CX leaders through evaluating, selecting and implementing technology solutions.
- A comprehensive analysis of how the CX tech ecosystem overlaps, enabling organizations to identify redundancies and optimize their existing technology investments.
- Criteria for making buy vs. build decisions, helping teams avoid costly missteps and ensure alignment between technical capabilities and business objectives.
"With increasing pressure to cut costs and show ROI on tech investments, CX leaders' ability to understand and align functions with value is increasingly important."Navigate Your CX Tech Ecosystem With Function-First ThinkingForrester
