Forrester

Why Read This Report

Companies say that digital touchpoints are critical to their customer experience efforts but don't have an approach for multi-touchpoint experience, don't know customers' expectations, and don't know how to represent their brands. The problem is only getting more challenging as users' demands widen across an expanding array of digital touchpoints. Customer experience professionals at firms where customer experience is a stated strategic priority need a plan that guides activities and investment in digital customer experience. This report outlines the key elements of a digital customer experience strategy, where it derives from, and how firms can get started building a strategy that's right for their brands.