For Customer Experience Professionals

Develop Your Digital Customer Experience Strategy

Why Read This Report

This report is an update to "How To Develop Your Digital Customer Experience Strategy" originally published on July 13, 2011. Companies need a digital customer experience strategy to ensure that they build the right experiences to suit their customers' needs and expectations — especially in a world of proliferating interaction points. But building a strategy can be difficult if you don't know where to begin. This report outlines the steps customer experience professionals need to take to develop a strategic plan for digital customer experience improvement. It is designed to help you define the intended digital customer experience by balancing business and brand objectives with customer needs.
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TABLE OF CONTENTS

  • Derive Digital Experience Strategy From Business And User Goals
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    Create A Road Map For Digital Customer Experience Transformation
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