Forrester

Why Read This Report

This report is an update to "How Are Digital Customer Experience Teams Structured?" originally published on September 30, 2011. To understand how digital customer experience teams are changing to address the proliferation of digital touchpoints, we surveyed our Customer Experience Peer Research Panel about the structure of their digital teams and the skills on those teams. This report outlines how customer experience professionals can organize their teams and improve digital customer experience. It describes how teams are structured today and recommends how to get the skills you need to right-size your digital customer experience team.