Forrester

DESCRIPTION

Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites, and apps, firms need a plan that will help them align their investments with their customers' most pressing needs. How can they do this? They can accomplish this by taking a user-centered approach to understanding the needs and behaviors of their multichannel customers and filling in the experience gaps. This Webinar will show Customer Experience Professionals how they can realize the business opportunities of improved digital experiences.

Agenda:

• How to set the vision and build the business case for digital CX improvements.
• How to build a strategic plan and road map for making prioritized improvements.
• How to implement your changes.
• How to measure and optimize over time.