Why Read This
This report is an update to "How To Build An Implementation Road Map For Your Digital Customer Experience Strategy" originally published on August 11, 2011. In a world of proliferating digital touchpoints, every organization that makes customer experience a top priority needs a strategy for its digital customer interactions that will satisfy customer needs, bolster business objectives, and build the brand. This document outlines the steps customer experience professionals must take to build a road map for improving digital customer experiences. It will help you prioritize the most important investments for making improvements and will help you understand how to plan and coordinate supporting activities.