The Forrester Research Customer Experience Forum East is barely over, but the takeaways are pretty straightforward. The days of making the case for customer experience (CX) as a strategic competitive advantage are over. Now it’s making the case to the business to begin the long, complex and expensive road towards CX leadership. That’s the message I took away from this year’s Forrester CX Forum in New York. The time for theory has passed. It’s all about getting it done....