Forrester

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.